Innovate Vacation Ownership with Salesforce

Wyndham and others Innovates Vacation Ownership with Salesforce to Deliver Unforgettable Customer Experiences

Innovate Vacation Ownership with Salesforce.

Wyndham Destinations Asia Pacific, the largest timeshare development operation outside North America, is a division of Wyndham Destinations—the global leader in vacation ownership and exchange. This innovative division markets and sells vacation ownership interests, provides consumer financing to Club Wyndham South Pacific members, and supports affiliate programs such as Club Wyndham Asia and Innovative Holiday Club. Its portfolio spans approximately 75 managed resorts across Australia, New Zealand, Fiji, and beyond, operating under renowned brands like Wyndham Grand and Ramada by Wyndham.

A Legacy of Innovation
Operating in a niche industry, Wyndham’s approach to customer engagement and operational efficiency has always stood out. “We’ve led the industry with innovations like timeshare credits, which provide flexible access to multiple properties rather than traditional fixed-week timeshare models,” says Clive Hawkins, Senior IT Director at Wyndham Destinations Asia Pacific.

To continue innovating at scale, Wyndham turned to Salesforce. The platform enables rapid development of custom apps tailored to Wyndham’s unique needs, empowering employees and enhancing customer experiences.

Unified Data for Better Customer Insights
Salesforce was first introduced at Wyndham to replace a fragmented legacy database used for managing leads and customers. With incomplete and duplicate records causing inefficiencies in marketing outreach, the IT team used Salesforce to build a robust, unified people management system. This new system includes detailed customer demographics and preferences, ensuring more personalized interactions.

The team further leveraged Salesforce to develop a deduplication process, saving countless hours of manual data cleansing. This clean, comprehensive dataset now supports both Wyndham’s vacation club owners and its hotel guests.

Streamlined Development and Productivity Gains
Following their success with Salesforce, Wyndham adopted the platform for all future IT development, leading to a 50% increase in developer productivity. With Salesforce’s built-in tools for identity, privacy, and compliance, developers can focus on innovation rather than system maintenance, reducing app development timelines by up to threefold.

“Our development processes are faster, our systems are easier to manage, and we’ve freed up time to focus on what matters most—delivering value to our customers,” says Hawkins.

Key innovations include:

A scheduling app: Optimizes attendance at sales presentations by predicting turnout based on variables like time, day, and incentives.
A telesales dialer: Boosts productivity by eliminating misdials and providing instant access to customer profiles for more meaningful conversations.

Enhancing Customer Experiences with Data and Insights
Wyndham’s data-driven approach is unlocking new opportunities for personalized customer interactions. For example, survey data now informs tailored recommendations for properties and experiences, such as golf enthusiasts being directed to resorts with top-tier courses.

Additionally, Wyndham’s new ecommerce site leverages its purchasing power to offer customers discounted products and services, such as gym memberships and home goods, further solidifying customer loyalty.

Future Growth Through Strategic Partnerships and Experiences
The timeshare industry is evolving beyond traditional offerings, driven by a growing emphasis on lifestyle and exclusivity. Wyndham, for example, is tapping into this trend by creating unique owner experiences and forming strategic partnerships with complimentary lifestyle brands.

Wyndham’s initiatives align with broader industry shifts, such as Salesforce’s partnerships with Margaritaville and Sports Illustrated. These collaborations are redefining vacation ownership by offering curated experiences like tailgating at college football games, exclusive concerts, and culinary events.

Powering Data-Driven Decisions with Tableau
Wyndham uses Tableau to replace outdated spreadsheets with interactive dashboards that support financial planning, daily sales insights, and trend analysis. “Tableau has transformed how we share data and make decisions, enabling us to plan for the future with greater agility,” Hawkins notes.

Salesforce’s roadmap of products only makes the future for vacation ownership solutions brighter; including Agentforce.

Innovate Vacation Ownership with Salesforce

As the vacation ownership industry continues to grow, Wyndham’s focus on innovation, personalization, and partnerships sets it apart. By leveraging Salesforce and Tableau, the company ensures its systems, teams, and customer experiences evolve to meet the expectations of modern travelers, delivering on its promise of unforgettable vacations.