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.
 Marketing Cloud | Service Cloud |
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.
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