hospitality salesforce service marketing

Case Study: A Marquis Resort Hotel in Hawaii-Hospitality-Salesforce Service/Marketing Clouds and Interaction Studio

Transforming the Guest Experience for Modern Luxury

Marketing Cloud

Interaction Studio

Service Cloud

Hospitality Salesforce Service Marketing

This oceanfront resort has over 400 rooms and cottages/villas, spa, golf and a variety of restaurants.

PROBLEM:

This full service resort needed to increase booking and raise the average per day spending of guests.
Dependency on Marketing Agency for all content creation and email deployment activities.
Disparate source systems and lack of connectivity options.
Legacy CRM / Loyalty Solution provided limited segmentation and digital marketing capabilities.

SOLUTION:

Implemented Marketing Cloud, Interaction Studio, and Service Cloud
Integration with Opera reservation system
Automated Pre-Arrival Marketing Journey
Preference Center to capture additional contact Preference Information
Service Cloud to operate guest services across multiple groups (e.g., Concierge, Reservations, Ocean Club, Bungalow)

RESULTS:

Reduction in Operation Expenses tied to Marketing Agency Spend.
Targeted Segmentation to deliver higher ROI (increased bookings) on Marketing Spend. Greater insights into guest interactions and preferences.
Frequent opportunity to upsell/cross-sell through Journey Engagement to drive a higher daily average spend.
Interaction Studio resulted in 5,600 email captures with 400+ emails that targeted guests that abandoned the cart.