Crafting the Ultimate Guest Experience: Vinpearl’s CDP Journey
Empowering a Leading Resort Chain with Comprehensive Customer Data Platforms
Challenge
Vinpearl, Vietnam’s largest resort and hotel chain, sought to enhance their customer experience by leveraging the power of data. They aimed to increase return visits, upsell hotel services such as spa and transportation, and boost re-bookings. However, with data scattered across more than 100 systems, achieving a unified view of the customer was a daunting task.
Solution
Joon Solutions, with its expertise in modern data stacks, stepped in to craft a comprehensive solution:
1. Automated, Targeted Marketing: We developed a smarter inventory system that not only provided business intelligence but also extended insights to a broader user base. By integrating Snowflake with GCP, Vinpearl Farm was equipped with a data exploration platform that facilitated cross-team data distribution.
2. 360-degree Customer View: Our custom-built Customer Data Platform (CDP) ensured that Vinpearl had a holistic view of each customer. This comprehensive perspective enabled superior customer service and precision-targeted marketing campaigns.
3. Improved Customer Segmentation: The platform empowered Vinpearl’s marketers with a choice of over a thousand pre-modeled dimensions, allowing for more nuanced and effective campaign targeting.
4. Automated Customer Journey: With our continuous data pipeline, Vinpearl could automate their marketing strategies, running nearly a hundred automated journeys simultaneously.
Result
The results were transformative. On their initial stay, guests were added to a members list, incentivizing them with exclusive offers upon their return. This strategy led to a staggering 64% increase in spa services bookings. Furthermore, the smart inventory system we implemented optimized room availability, predicted booking trends, and ensured that loyal customers always found a place at Vinpearl’s properties.
“The platform Joon Solutions developed for us evolved our approach to customer service and marketing. The 360-degree customer view and smart inventory system lead to a significant increase in return visits and service upsells.”
At Joon Solutions, we believe in the power of data to transform businesses. Our collaboration with Vinpearl is a testament to our commitment to delivering innovative solutions that drive tangible results. With our cutting edge approach, we’re ready to help more businesses unlock their potential.
