How Salesforce Increased Loyalty Engagement by 40% for a Global Hospitality Brand
A global hospitality brand operating across multiple booking channels transformed guest experiences with Salesforce.
IDRMS Team
6 min ReadBusiness Context
A global hospitality brand operating across multiple booking channels struggled to deliver personalized guest experiences. Guest data was fragmented, limiting loyalty engagement and service personalization.
Core Challenges
• Disconnected guest profiles across systems
• Generic loyalty campaigns
• Limited operational visibility for service teams
IDRMS Solution Approach
IDRMS implemented a connected Salesforce hospitality platform.
Key components: Customer 360 for unified guest profiles, Marketing Cloud for personalized loyalty campaigns, Service Cloud for guest service excellence, and Field Service for on-property operations.
Measurable Results
• 30% increase in guest satisfaction scores
• 40% growth in loyalty program engagement
• Personalized guest experiences at every touchpoint
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