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How a new platform helped guests discover more.
Timely, personalized offers turned more guest interest into bookings across the resort.
of campaign workflows automated
decrease in opt-outs
increase in digital restaurant bookings
At a casino resort, the stay can go well beyond the hotel room or gaming floor. Guests can enjoy dining options, entertainment and other activities—but only if they know what’s available while there is still time to act.
This resort wanted to make sure its guests had access to the full catalog of offerings so they could make the most of their visit. Publicis Sapient helped create a platform that could use guest data to deliver timely, relevant offers across digital channels. That gave guests an easier way to discover more of the resort while giving the business more opportunities to turn interest into bookings.
The resort’s prior marketing platform provided email capabilities only, and it didn’t have real-time personalized messaging capabilities. Omni-channel campaigns weren’t possible, as they required a single platform that stitches data together from across different tools and channels. The client needed automated campaigns across channels to help the brand engage guests at the right time on the right channel to increase revenue opportunities.
We leveraged its partnership and expertise with Adobe to implement Adobe Campaign as the foundation of their new capabilities. On the prior platform, the client was sending marketing emails but didn’t have the insights to engage guests, such as re-targeting once they checked in or sending a targeted offer to someone who might have been exploring their golf courses. Today, they’re able to send guests targeted in-trip emails and push notifications with offers for products like restaurants and entertainment with a 360-degree view of the customer.
Along with setting up Adobe Campaign we also helped the client adopt the platform effectively by having:
Running campaigns is now effortless with 80 percent of campaign workflows automated. More than 60 data feeds have been automated and personalized and geo-based push campaigns have been activated. And they’re resonating with guests – campaign open and click-through rates are 11 percent higher than before this work and opt-outs have decreased by 65 percent. They’re also driving results where they matter most: digital restaurant bookings are up 77 percent and mobile check-ins are up 55 percent. But most importantly, the platform allows for real-time messaging when guests are at a property and ready to explore the array of offerings a destination has to offer.
