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Trump Hotels is an internationally recognized luxury hotel brand with properties throughout the world. Realizing that offering a personalized guest experience required increased system and data integrations, the Trump organization embarked on a search for a solution to meet those exacting requirements.
Trump Hotels is an internationally recognized luxury hotelier with properties throughout the world. Realizing that offering a personalized guest experience required increased system and data integrations, the Trump organization embarked on a search for a solution to meet those exacting requirements.
First they needed a way of connecting multiple data sources, consolidate all the data, and eventually produce clean profiles for the purpose of providing enhanced marketing communications to their guests.
This required seamless connectivity between a CRM, Trump Hotels’ property management system (Opera), website, booking engine and a Central Reservation System (SynXis) so that guests could be recognized during the booking and check-in processes. There was also a need to attach guest reviews to each individual guest profile.
Serenata delivered an integrated and seamless solution that tied together all touch points of the guest’s journey into one central platform. Agents were given instant one-click access to guest profile dashboards which include crucial guest information. Serenata collaborated with Trump Hotels’ survey provider to offer a full two-way integration which enabled survey results to be tied directly to a guest profile. Marketing initiatives could be addressed at a very granular level, via guest segmentation, allowing guests to receive more relevant and targeted communications. Also, guest campaign results could be directly embedded within the guest profile dashboard.
As a result, Trump Hotels’ guests are now offered an enhanced and personalized guest experience from the time they book at check-in and throughout their entire stay. Instead of having to rely on a multitude of third-party vendors and disparate data islands, Trump Hotels is now able to access Serenata’s fully integrated campaign management system and is empowered to execute scheduled marketing campaigns as well as ad hoc promotions, track results, and continuously optimize success metrics. There is a seamless profile flow, and guest recognition is fully available across all touchpoints.