With the goal of achieving the best results in their sales and digital marketing strategies, Oasis Hotels & Resorts pursued two main objectives:
- Optimize the commercial processes of the departments in charge of managing services for groups and weddings with a single CRM.
- Have a sufficiently robust digital marketing platform that would allow them to better understand their guests and offer personalized communication.
Leading the Hospitality Sector into the Digital Age
In the past, Oasis Hotels & Resorts carried out their commercial processes without a unified platform for tracking their Special Events clients, which would provide integrated support. As a result, they constantly faced the issue of only the person in charge having a complete view of the client’s needs, making interdepartmental communication and organization difficult, ultimately impacting the customer experience.
By implementing Salesforce, Oasis Hotels & Resorts was able to establish more standardized sales processes, centralizing all information related to each operation in one place.
More specifically, the commercial area gained greater visibility, resulting in a 25% increase in productivity and at least another 25% improvement in sales forecast management.
Additionally, by having the customer’s history, needs, and integrated reservation data, they were able to provide extraordinary service thanks to the traceability between departments.
Personalized Digital Marketing Reaches Oasis Hotels & Resorts’ Guests
The company had a large amount of data from guests who had chosen to stay at their hotel complexes.
Therefore, the next step in scaling with Salesforce was the implementation of Salesforce Marketing Cloud, a specialized platform designed to take customer interaction to the next level, achieving brand positioning through unforgettable experiences.
With this platform, personalized campaigns were enabled across different digital channels, triggered according to the interests and behaviors of their guests, increasing the open rate and conversion of each message to attract new customers and build loyalty among their VIP guests.
By integrating Salesforce Sales Cloud and Marketing Cloud with their reservation systems (PMS), a 360° view of each customer became possible, obtaining the necessary data for Oasis Hotels & Resorts to create guest-centric strategies,increasing their satisfaction levels through fully personalized attention via journeys, tailored quotes, and loyalty plans that foster brand loyalty.
Oasis Hotels & Resorts: Another Freeway Consulting Success Story
Freeway approached Oasis Hotels & Resorts with the aim of helping them achieve their medium-term goals and exceed their expectations by implementing Salesforce in just 8 weeks, guaranteeing a quick ROI. This was possible thanks to the extensive experience of our consultants in the hospitality sector as a Salesforce Platinum Partner, with a presence in Mexico, Colombia, Peru, Costa Rica, El Salvador, Nicaragua, Panama, and Guatemala.
We are grateful for the trust placed in us and commend the dedication and vision to keep every experience they offer their customers at the forefront.
Proud to have over 200 Salesforce certifications, today we maintain our firm objective of supporting, building, and pursuing the highest service standards, applying the best market practices when implementing Salesforce.
