America's Leading Airport Wows Customers and Drives Increased Revenues

A major airport located in the heart of the United States, serves as a crucial transportation hub and sees a considerable number of passengers daily. In their endeavor to continuously improve customer experience, the airport management recognized the need to better manage customer data and enhance communication strategies.

The Challenge

One of the primary challenges the airport grappled with was fragmented customer information. The presence of disjointed systems led to inefficiencies in data management, making it difficult to offer personalized services. This fragmentation also posed challenges in communicating effectively with their diverse user base. Additionally, the marketing tools previously in use lacked the sophistication needed for targeted campaigns, resulting in subpar marketing returns.

Our Solution

Learn Our Approach

To address these challenges, the airport took a two-fold approach. Firstly, they implemented Salesforce, known for its robust CRM capabilities. This move allowed the airport to centralize and streamline customer data, ensuring that every stakeholder had access to a comprehensive and unified customer view. This was complemented by the introduction of Ortto, a leading marketing automation tool, which replaced GovDelivery. With Ortto, the airport could segment its vast customer base, automate timely communications, and gain insights into customer interactions. The integration of these two platforms ensured that the marketing department had real-time access to customer data, which significantly enhanced their campaign strategies.

The fruits of this integration were manifold. Our customer witnessed a marked improvement in customer engagement. The ability to access detailed customer profiles meant that services and communications could be tailored, resulting in a noticeable uptick in engagement rates. Furthermore, the targeted marketing campaigns, powered by the combined might of Salesforce and Ortto, led to a higher conversion rate. This not only translated to increased revenue but also streamlined operational processes. The feedback and analytics component of Ortto allowed the airport to continuously refine its strategies, ensuring a dynamic and responsive approach to marketing.

The integration of Salesforce and Ortto at the airport stands as a shining example of how strategic technological investments can revolutionize customer engagement and operational efficiency. The success story here serves as a blueprint for other similar entities keen on elevating their customer interaction and marketing outreach.