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.


Marketing Cloud
Service Cloud
Hospitality and Gaming-Salesforce Service/Marketing Clouds

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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