Increasing Revenue per Guest Through Enterprise Loyalty Platform
Overview
A leading global hospitality organization engaged ImagineX to assess, select, and implement a modern loyalty management solution. We conducted a detailed vendor analysis, including Salesforce, ICG, and Epsilon, and created a recommendation and implementation roadmap that accounted for migration from legacy CRM and loyalty platforms. Leveraging deep enterprise expertise, ImagineX provided technical architecture oversight, managed complex integrations with reservation and property management systems, and delivered global 24/7 middleware support. The engagement spanned tool selection through a multi-year implementation, establishing a scalable, best-of-breed loyalty platform that integrates marketing, sales, and CRM functions while supporting future innovation.
Problem
Needed to select the optimal off-the-shelf loyalty management tool.
Required a seamless migration from legacy CRM and homegrown loyalty platforms.
Complex integration with reservation systems, PMS, and Salesforce ecosystem.
Ensuring technical architecture met long-term enterprise needs.
Solution
ImagineX led a 3-month tool assessment and contracting process, building scoring rubrics and TCO analyses to recommend Salesforce Loyalty Management. We provided a senior Salesforce architect to oversee the multi-year migration, defined industry-specific requirements, coordinated integrations, and offered global 24/7 middleware support.
Outcome
Empowered the client to make a fully informed decision and select the best loyalty platform
Facilitated key vendor negotiations, influencing Salesforce to invest in new platform features
Drove a successful enterprise migration to a fully integrated marketing, sales, loyalty, and CRM platform
Established a scalable architecture supporting future growth and system innovation
Technology Consulting
Agile Program & Project Management
Enterprise System Migration
Technical Architecture Oversight
Integration & Middleware Management
Technology
Salesforce Marketing Cloud
Salesforce Loyalty Management
Salesforce Mulesoft
Salesforce Lightning
