Turtle Bay Resort and Tectonic
Data-Powered Hospitality Transformation
Turtle Bay Resort uses Service Cloud, Marketing Cloud, and Marketing Personalization to deliver greater hotel valuation through increased occupancy and higher average room rates.
About the Company:
Nestled on Oahu’s legendary North Shore, Turtle Bay Resort spans 1,300 pristine acres with 12 miles of nature trails, seven secluded beaches, 408 ocean-view rooms, 42 Ocean Bungalows, a 468-acre Kuilima Farm, championship golf course, and Nalu Spa, with activities including surfing, kayaking, horseback riding, biking, helicopter tours, and more. Turtle Bay Resort is a sustainable and completely self-sufficient resort, cultivating all of the ingredients for its restaurants directly from the property.
Challenge:
Turtle Bay’s legacy booking system limited its ability to personalize guest experiences due to fragmented data and insufficient segmentation capabilities. Customer service representatives wanted to meet their guests’ needs but lacked the data to do so. Guests expect tailored recommendations, but the resort struggled to match activities to individual preferences. Turtle Bay needed a system in order to deliver superior experiences at scale.
Turtle Bay partnered with Tectonic for the implementation of Marketing Cloud & Service Cloud to:
- Improve exceptional guest experiences through innovative Salesforce solutions.
- Enable Guest Services 360 View of reservation, golf, spa, booking, experience & guest behavior data.
PIctured: Brian McAllister and Tom Groom
Salesforce Solution
- Salesforce Marketing Cloud: Powers personalized email campaigns and web content, achieving a 20% increase in booking conversions and 40% higher engagement. Personalized marketing campaigns engage guests before, during, and after they visit.
- Service: Enhanced concierge efficiency by 50% by utilizing unified data and a comprehensive knowledge base.
- Personalization: Propensity model predicts guest excursion preferences, integrated into pre-arrival and on-site communications via Service Cloud.ntation capabilities. Customer service representatives wanted to meet their guests’ needs but lacked the data to do so. Guests expect tailored recommendations, but the resort struggled to match activities to individual preferences. Turtle Bay needed a system in order to deliver superior experiences at scale.
Turtle Bay’s Results:
20% increase in booking conversions through targeted campaigns that remember guests’ interests.
15% rise in repeat bookings for adventure experiences.
40% boost in web engagement with personalized, engaging content tailored to meet the exact needs and interests of guests.
50% improvement in concierge efficiency.
Guest 360: Unified CRM creates seamless, tailored experiences from pre-booking to post-stay.
300% increase in property value as a result of increased bookings, conversions, and service
The Tectonic Salesforce Difference:
Turtle Bay’s data-driven approach, supported by Salesforce tools, with the expertise of Tectonic, positions it to meet increasing guest expectations while driving sustainable growth. By balancing innovation with human-centric service and prioritizing data privacy, the resort is setting a new standard in hospitality experiences. engagement with personalized, engaging content tailored to meet the exact needs and interests of guests.
Find out how Tectonic can transform your guest experiences!