HOSPITALITY & TRAVEL – GUEST EXPERIENCE & LOYALTY
Personalize guest journeys, improve loyalty engagement, and streamline operations with Salesforce for hospitality.
Business 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 consistency. The brand needed a 360° guest view to personalize interactions before, during, and after each stay.
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:
Unified guest profiles using Sales Cloud
Centralized service management with Service Cloud
Personalized loyalty journeys via Marketing Cloud
Real-time guest insights through Einstein Analytics
Operational optimization using Field Service Lightning
Measurable Results
30% increase in guest satisfaction scores
40% growth in loyalty program engagement
Why It Worked
Single guest view across the journey
Personalized engagement at scale
Data-driven service operations
“IDRMS transformed our guest experience with personalized Salesforce-driven loyalty and service operations.”