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Assisted a Hospitality Provider by Building an Integrated Guest Management System (GMS) for Enhanced Customer Experiences

Hospitality
Posted On: 22 March, 2022

About the Client

Is a trusted hotel partner with over three decades of industry experience.

Operates across 176 countries with local experts in 39 countries.

Serves more than 25,000 customers, with an interconnected suite of hospitality technology solutions that empower hotels to know, acquire, convert, and retain guests.

Offers innovative, cloud-based and data-driven solutions that help hotels around the world maximize revenue.

Business Needs

Deliver personalized guest experiences with a unique and tailored approach.

Improve customer retention through strategic marketing initiatives, including remarketing.

Enhance the hotelier experience with a user-friendly interface.

Gain deeper insights into guest data for a more comprehensive address book.

Identify and enhance different approaches to increase sales productivity.

Implement targeted communication strategies to drive engagement and sustainable revenue growth.

Solutions

Created an individual guest overview to consolidate guest data and create unique profiles.

Integrated GMS with the booking engine to distribute surveys and forms, capturing guest intent and satisfaction.

Provided multi-property and detailed email performance reports, including revenue metrics, loyalty dashboard, and reservation reports.

Designed a configurable loyalty rewards mechanism to boost guest retention.

Optimized the booking engine to capture cart abandonment and recover lost reservations.

Simplified database inquiries by creating relevant filters for retargeting.

Availed linear and frictionless workflow to encourage the use of personalized marketing and transactional emails.

Business Impact

  • Over 400,000 reservations generated annually from email marketing.
  • Marketing automation increased conversion rates by 50%.
  • More than 7% monthly increase in bookings from personalized remarketing emails targeting the abandoners.
  • Personalized emails achieved 41% higher open and click rates than blast emails.
  • Room upgrade drove incremental revenue with a 15% conversion ratio.
  • Email conversion rates were 3x higher than social media with a 17% higher value per conversion.

Technology Stack

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Assisted a hospitality provider by building an integrated guest_Tech stack.webp
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