An independant member of a large international Hotel brand asked Orchestrate to help them rebuild their entire demand generation strategy from the ground up. Hospitality like many industries, has an an inherently complex data structure with many customer segments involved (families, international visitors, corporates, leisure, events, and resellers, etc).

The Challenge: increase campaign activity and grow their audience

The customer used a number of legacy tools to manage customer data from booking engines to accounting software but had no way of bringing this data together to scale communications. Booking data from existing customers was not being utilised to nurture customer loyalty and engagement from new leads was being converted manually and the team were unable to keep up with demand.

Approach:

The Orchestrate (formerly RDG) team started with a three-day on-site visit to audit and evaluate the customers extremely complex and highly customised systems and tools.