PortoBay Hotels & Resorts is one of Portugal’s most awarded hotel operators. The group currently owns over 15 hotels, located in Portugal (Madeira, Lisbon, Porto, Algarve) and Brazil. All the hotels have different concepts, but are similar in terms of quality, and all carry the guarantee of the PortoBay brand.

PortoBay has a very loyal customer base, most of whom are part of their loyalty program Prestige. This has resulted in very high occupation rates and % of return customers. Two trends are posing a challenge: an ageing customer base and the opening of hotels in city centers, with a different type of client profile than the classic holiday/resort segment.

The time had come to rethink the loyalty program, not only in terms of positioning and offer, but also in terms of tech stack and journey orchestration. Current customer data and tech stack did not allow for personalized and scalable communication and offers.  

Fullsix has helped PortoBay to: 

• Redefine value proposition of the loyalty program. 
• Revamp imagery and tone of voice. 
• Definition of all required customer data. 
• Identify current and ideal information architecture. 
• Implementation of necessary techs stack: Salesfore CRM, Salesforce Marketing Cloud, Salesforce Service Cloud, Loyalty Engine, Voucher Engine, Site, Customer App. 
• Training of client teams in Salesforce Marketing Cloud and journey building.