Mer Montagne Vacances

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MMV, a leading French hotel operator, leverages cross-channel data with Selligent to get a 360-degree customer view and automate personalized messages, resulting in improved customer experience and repeat bookings.

Company

Mer Montagne Vacances

Industry

Travel and Hospitality

Website mmv.fr

Location

France

The Customer

Mer Montagne Vacances (MMV) is one of the leading hotel operators in the French Alps. Every year, over 130,000 customers put their trust in MMV for their winter sports or summer vacations, choosing from the company’s 17 top rated club hotels and 14 vacation villages. At any given time during the high season, no less than 1,200 people are enjoying MMV’s premier properties.

 

OUR BUSINESS IS SEASONAL AND SELLIGENT’S SOLUTIONS HAVE POSITIONED US TO PULL OUT ALL THE STOPS TO LEVERAGE THE FULL POWER OF OUR NEW MARKETING TOOLS TO SERVE OUR MARKETING OBJECTIVES. THIS HAS BEEN A FASCINATING PROJECT FOR WHICH THE PERFORMANCE ANALYSIS TOOLS INTEGRAL TO SELLIGENT INTERACTIVE MARKETING WILL BE PARTICULARLY HELPFUL.

–Yves Coussement, IT Manager and CRM Project Manager

 

The Challenge

  • Disperate data: MMV collects a number of data points. All thesse sources could be leveraged but there was no central repository.
  • Outdated Technology: MMVs marketing tools had grown organically. They had developed a number of home grown systems that required manual intevention to execute tasks.
  • Customer Care: the travel industry is built on service and hospitality but without the right CRM capability it was challenging to be responsive.

The path to success

  • Data Integration: Selligent’s flexible database architecture allowed MVP to easily consolidate all data into one cetral repository.
  • 360 view: Each prospect and customer has a unique identifier that is created the moment they engage with MMV and is maintained throughout their relationship with the company.
  • Automation: processes that had once been tedious and generic were made efficient and personal. New customers are automatically entered into the database, subscriptions are managed in real-time.
  • Internal Rollout: MMV’s large team of travel associates were all trained to work directly with Selligent’s Customer Care portal.

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