Salesforce Marketing Cloud Set Up in Hospitality Sector - Case Study

From Booking to Bliss: How Salesforce Transformed Hospitality Marketing 

May 18, 2021 eye-glyph 78
Industry
Hospitality
Products
Salesforce Marketing Cloud
Services
Salesforce Implementation Services
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About the Company

Our client is a well-established travel planning and management company operating across the United States, Canada, and Europe. The company offers an online platform that enables customers to explore and purchase diverse travel packages, encompassing transportation, accommodation, and other indispensable planning services. 

The company seeks to execute effective marketing strategies to enhance visibility, foster brand loyalty, broaden its market share, and appeal to a broader audience. They are committed to delivering outstanding customer service and prioritize ensuring their clients enjoy a seamless and unforgettable travel experience.

Challenges

Our client encountered challenges in reaching their target customers, particularly within the US, Canada, and Europe young demographics. Despite their desire to expand business and promote their packages, the difficulty lay in effectively targeting and engaging this specific audience.

Moreover, the client’s reliance on outdated marketing strategies contributed to declining results. Recognizing the need for a fresh approach to propel business growth and seize better opportunities, they sought innovative solutions to replace their obsolete methods.

The absence of personalization with the end client led to customer retention and repurchase issues. Acknowledging this, the client strongly desired strategies to enhance customer personalization and overall satisfaction.

Additionally, grappling with the vast amount of data, the client found it challenging to derive meaningful insights and feedback from their marketing efforts. The sheer volume of data made it difficult to pinpoint relevant information, hindering their understanding of customer behavior and preferences.

To address these challenges, the client identified social media marketing as a promising avenue for customer acquisition. Recognizing its potential impact, they aimed to initiate and monitor social media marketing activities to tap into new customer segments and enhance their business outreach.

In summary, the key challenge client has facing:

  • Encountering difficulties in reaching out to target customers.
  • Unsatisfactory results from the absence of effective marketing strategies.
  • The end client experienced a lack of personalization.
  • Facing challenges in obtaining customer feedback from massive data.
  • Struggling to engage customers through social media marketing.

Solutions

By understanding the intricacies and client challenges, our expert team incorporates the Salesforce Marketing Cloud into their system. 

Our agile approach embraces the marketing cloud’s journey builder tool to connect with the client’s target audience on a deeper level. This ingenious visual mapping solution empowers our clients to pinpoint key touchpoints and interactions, enabling them to respond proactively to their customers’ needs. By seamlessly managing the entire journey with ease, we’ve fostered personalized relationships at scale, making every customer interaction a meaningful and tailored experience.

We integrated Marketing Cloud Data Studio and Interaction Studio into their Salesforce system to enhance customers’ understanding and gather insightful data. At the same time, the Data Studio enables our clients to acquire relevant customer data on a vast scale, extracting valuable insights that guide decision-making. Simultaneously, the Interaction Studio helps to visualize, track, and micro-manage customer experiences, allowing our clients to deliver content that resonates at every journey stage.

Additionally, as per our client requirement, we enlisted the Social Studio to analyze conversations, swiftly tune into customer sentiment, and actively engage with the audience. This helps our client to stay in tune with the customers and ensures effective customer service by responding promptly to their posts. 

Also, leveraging Email Studio’s advanced AI capabilities, we craft innovative, targeted, and dynamic email campaigns, engaging customers individually at every stage of their journey.

Testimonial

“The whole journey of working with the client was a great experience. From assisting to helping them attain all their business objectives, we’ve unlocked our true potential and become more confident. Our strategic approach, well-structured strategies, proper implementation guidance, and timely support empowered us to meet customer satisfaction beyond their expectation.”

Benefits

  • Our clients can effortlessly target and engage potential customers with their lucrative personalized packages.
  • Valuable insights are leveraged to strengthen decision-making power and enhance customer personalization.
  • Our client now quickly analyzes conversations, understands sentiment, and engages consumers on social platforms.
  • Data insights and information challenges were overcome with Data Studio, acquiring valuable customer data for informed decisions.
  • Smooth customer journey management and proactive responses are achieved by employing the Journey Builder tool.
  • Email Studio’s AI capabilities are applied to craft dynamic, targeted email campaigns for individual engagement.
65%

Improved marketing strategies by

60%

Improved customer engagement, personalization, and satisfaction by

75%

Enhanced customer experience and journey by

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