Well-established hotel chain in Northern Europe
This Nordic hotel chain operates a range of hotels in several countries. Known for its guest-centered approach, the chain offers a diverse portfolio, including both large establishments and smaller, more intimate hotels – all designed to provide welcoming and social environments for business and leisure travelers alike. With a strong regional presence and a clear focus on service quality, the company continually strives to enhance the customer experience through innovation and digital opportunities.
The Challenge
To strengthen customer relationships and increase loyalty, the hotel chain recognized the need for more personalized communication and relevant recommendations in their customer interactions. At the same time, uncertainty emerged regarding which technical platforms and functions were needed to meet business goals. Consequently, there was a need to establish a shared vision between the business and the IT department, map the current situation, and determine necessary strategic and financial investments to enable a more personalized and effective customer dialogue.
The Way Forward – Building Stronger Guest Relationships Through Personalization
To lay the foundation for this transformation, the hotel chain began a partnership with Remotion on a 12-week preliminary study focused on omnichannel strategy and customer experience. The goal was to map the current status, define a desired future state, and create a clear vision as a basis for requirements towards the IT department.
Through workshops, interviews, and analysis of existing data, Remotion identified business-driven needs and potential across the entire customer journey – from digital channels to physical interactions. The preliminary study also included a detailed review of the existing MarTech and IT infrastructure, highlighting potential gaps relative to the vision.
The result of the preliminary study was a clear and prioritized roadmap with concrete steps towards a more personalized customer journey. In parallel, a detailed business case was developed, quantifying potential revenue increases across all channels and specifying necessary investments in technology and organization.
With the preliminary study as a foundation, the hotel chain chose to continue their partnership with Remotion as a partner to optimize the use of Salesforce Marketing Cloud, ensure continuous CRM support, and develop a value-based customer segmentation – crucial steps towards a more data-driven and personalized customer experience.
