Automating Corporate Hospitality
We've worked with CSM Hospitality for a couple of years and, in that time, we've built an email marketing and landing page platform that injects prospect data into Salesforce, i.e. our digital marketing and 'magic glue' mix.
Around 9 months ago, we all saw an opportunity, with CSM winning the bid to provide corporate hospitality for the Major League Baseball (MLB) London Series, to develop a standalone ticketing and customer portal that could be extended to support other sports in the future.
Traditionally, running events like the MLB London Series involves a lot of sales activity, taking payments over the phone, manual Salesforce tasks, chasing bookers by phone and email to understand their special requirements and reminding them of the dates for downloading their tickets, etc.
This year (2023) was different, we automated almost everything for CSM; creating a site that allowed people to research all available packages and add the, to a saved basket and subsequently pay online. Inventory was kept up to date through deep integration with Salesforce on our site and payments were made through Stripe. Orders were then injected into Salesforce and we the remaining inventory was updated. Bookers were then able to login into their MLB dashboard and review their orders, request changes, update any specific requirements they might have, update their contacts, etc.
Finally, our solution then despatched three sets of fully-personalised email communications to guide bookers through where to go on the day, confirm their itinerary (based on their chosen package(s)) and auto-remind any bookers who had not completed their special requirements form well in advance of the event.
The process saved CSM a huge amount of time. Thus, staff were able to focus on customers and ensuring a great couple of days was had by all!