Case Study: Tribal Nation Resorts and Casinos-Hospitality and Gaming-Salesforce Service/Marketing Clouds

Transforming Player Development & Marketing Automation: Hospitality and Gaming-Salesforce Service/Marketing Clouds

Create a 360 Degree view of their players to build loyalty and drive sales increase across Tribal Nations three Casinos using data and segmentation.

Tribal Nation with 3 Casinos, 2 Hotels and 1 Golf Course. In total the Resorts and Casinos offer more than 1,000 guest rooms, 4,000 slots and 60 table games.

PROBLEM

Creating a seamless experience for guests/players that offers connectivity at the right time and the right place.
Delivering relevant and timely content.
Automate lifecycle engagements. Bringing effective messaging to their guests/players at every stage of the guest/players lifecycle.
Creating guest loyalty and differentiating their brand.
Leveraging technology and data.

SOLUTION

Implemented Marketing Cloud and Service Cloud (and provided on-going Managed Services) for all 3 Casinos supporting 35 Hosts, 4 Managers, and 2 Executives.
Integration with Data Warehouse to obtain Casino Management System (CMS) and Property Management System (PMS) data.
Marketing database of 700k Contacts and player profiles for 450k Players and 60k Coded Players.
Mobile Short Code to target players that prefer text over email and Automated Journeys to execute Welcome and Retention Campaigns.

RESULTS

Enabled Marketing Managers to perform advanced segmentation and personalization to drive engagement.
Enabled Hosts to deepen player relationships through mobile and desktop access.