Salesforce Marketing Cloud
Guest journeys at global scale
Marketing Cloud operations and support for one of the largest hotel groups in the world.
- Client
- International hotel group
- Industry
- Hospitality · Global operation
- Delivery
- Salesforce Marketing Cloud
The challenge
A global marketing operation, with millions of guests and several brands, needed a team able to keep journeys and automations running and respond quickly to the request queue.
The solution
We joined the client's Marketing Cloud support team with federated access (SSO), handling requests through ITSM, fixing and evolving journeys, automations, data extensions and email templates within the agreed SLA.
What we delivered
- Support for journeys and automations in Marketing Cloud
- Request and incident handling through the ITSM tool
- SQL queries, data extensions and dynamic content
- Documentation and knowledge transfer
Results
- Guest communications running continuously
- Request queue handled within SLA
- Less rework thanks to documented standards