- Luxury
- Data, Enterprise Transformation
- Use cases
Using data to industrialize the personalization of customer relations
The Customer
International hotel group
Background and objectives
- In an aggressive competitive environment, the need to radically evolve the customer experience based in particular on satisfaction and preferences
- Need to share data collected locally to maximize the multi-brand / multi-country offer thanks to the "customer file".
- Central service production, with a promoting the new offering to hotels (invoicing of new services / additional sales)
- Heterogeneity of establishments (size, range, types of customer and expectations, etc.).
Results
- 165,000 "customer files" collected and cross-referenced
- Personalized recommendations generate an average of 30% in additional business
- Enhanced customer loyalty thanks to personalized service
- Refocusing receptionists on their core business: greeting and interacting with customers, with added business value linked to customer preferences.
Approach / System
- Interconnection of PMS data (hotel management system) Customer and data cross-referencing
- UX approach to define and display appropriate data according to user (personalization) and time/device (contextualization)
- Drawing up the data dictionary for the customer file / Structuring data governance / Legal compliance (RGPD)
- POCs to test the relevance of the data used (raw and calculated, e.g. tracking preferences and customer experience)
- Operational support for CRM & IT teams in the creation and deployment of customer files
Added value Silamir Group
- A global approach led by a multidisciplinary team (Change, Tech, Design) to cover the entire project
- Managing and sustaining business/IT collaboration
More business cases
What our customers say about us
"The team's availability and constant commitment play a crucial role in the success of our Data Science projects, and we greatly appreciate their contribution to our growth and success."
Applications & Projects Manager - Public accounting
"The ability to understand the customer's challenges and gradually contribute to them seems to me the strength of your culture."
Chief Data and Technology Officer - Energy Sector
"A highly professional team that brings a fresh perspective and draws on solid experience. Beyond their skills, the consultants have very complementary profiles that each bring value to our team and to the business teams we work with."
RPA and Process Mining Manager - Telecoms
"We consider that human qualities as well as technical and functional skills are three of the fundamentals that guarantee the success of a BI project, and our feedback on this level is positive."
IT Manager, Finance Department - Pharmaceutical Laboratory
"A great ability to listen that translates into adaptability and responsiveness to meet the need perfectly".
Employee Services Manager - Agrifood Group
"Always ready, always a force to be reckoned with and a super pleasant relationship!"
Director of Innovation, Projects & IS - Public transport operator