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Please note that Menlo Technologies is a Quisitive company.
In this case study:
Client: Sandos Caracol in Playa del Carmen Mexico
Industry: Retail & Hospitality
Products and Services: Application Development on Microsoft Azure
Country: USA & Mexico
The Challenge
Customer Loyalty is all about turning satisfied customers into brand advocates. Loyalty programs in the Hospitality sector provide a framework for nurturing guest relationships, offering recognition, perks, and options to redeem rewards. Most importantly, they create guest profiles and transaction histories that yield the insights needed to foster what is demanded today: individualized guest interactions.
Sandos Hotels and Resorts is a popular hotel chain in Mexico and Spain well known for its environmental consciousness and sustainable practices. Sandos Caracol in Playa del Carmen Mexico, in fact, was recently recognized as the most recommended eco-friendly stay on Expedia: a significant and forward-thinking honor. Sandos wanted to increase participation among their Guests and target tech-savvy millennials.
The Solution
The Menlo Technologies, a Quisitive company, custom development team worked with the Sandos Hotels and Resorts customer experience team to completely redesign and rebuild their loyalty program as their existing legacy loyalty program wasn’t in line with their company strategy. They needed a custom website design that incorporated the different hotels under their master brand. The website needed to be multi-lingual and configured to support different demographics and rewards programs specific to each hotel.
Menlo’s development team and UI/UX specialists worked with key Sandos Hotels and Resorts executives to redesign the loyalty system by creating a new production loyalty application and developing key integrations with their other systems.
The Benefits
The website administrator can easily:
- Add new hotels, brands, and rewards plans
- Configure the website banner that is displayed on a member web page to accommodate members’ special events (upcoming visits, birthdays, anniversaries).
- View details of all members registered on the system.
- View all the bookings and the channel through which the booking was made.
- Manage the rewards catalog — displayed to their loyal guests on the Loyalty Page.
Member incentives include:
- Earning, redeeming, and sharing points with friends.
- Sharing Sandos Blogs on social media to earn more points.
- The ability to log in to the rewards portal through Facebook.
Sandos Hotels and Resorts employees can also earn points when they refer a member as well.
