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Development of Multi-Channel Customer Retention Platform for Hospitality & Leisure Client

nix-united.com

Hospitality & leisure

Retail

eCommerce

Business Challenges in Customer Retention

Lack of post-sale customer engagement strategy, absence of centralized contact database, and missed opportunities for repeat bookings and ancillary service sales. Existing communication channels failed to leverage customer data for personalized marketing, resulting in suboptimal revenue growth.

About the Client

Large ski resort operator with integrated hospitality infrastructure including hotels, SPA facilities, and recreational activities across 50km of ski runs

Strategic Project Goals

Establish a scalable customer retention marketing framework
Implement automated communication workflows across multiple channels
Grow contact database by 75% within first 6 months
Generate minimum 1000 transactions annually through digital channels
Achieve 45%+ email open rate through personalized content

Core System Capabilities

Contact database validation and segmentation engine
Multi-language trigger-based email campaign system
Web push notification management interface
A/B testing framework for campaign optimization
Customer journey mapping with 20+ engagement scenarios
Real-time analytics dashboard with conversion tracking

Technology Stack

Email Marketing Automation Platform

Web Push Notification Service

CRM Integration Layer

Data Analytics Suite

System Integrations

Existing booking system API
Website CMS integration
Payment gateway connectivity
Third-party analytics tools

Operational Requirements

Support for 100,000+ subscriber database scalability
99.9% email deliverability SLA
GDPR-compliant data handling
Multi-language content management
Real-time performance monitoring

Projected Business Outcomes

Anticipated generation of 1000+ annual transactions through digital channels, contact database expansion to 100k+ subscribers, and 50%+ email engagement rates. Expected to increase repeat customer revenue by 30-40% through targeted retention campaigns and personalized offers.