Enterprise Travel & Hospitality Company

1. CASE STUDY
The Challenge
Our client is an enterprise hospitality company offering packaged
holidays, tours and camping excursions and vacation home sales
throughout their network of properties. The company’s Digital
Product Manager was planning a major website redesign, and had
ambitious plans for boosting online engagement with their sizable
base of customers.
With strong in-house development resources, they had many elements
in place, including a third-party User Generated Content (UGC)
application for comments, ratings and reviews and other engagement
elements. The company wanted a flexible and secure system to
onboard users and manage their profiles. What they didn’t want was
to spend months building a custom solution, then connect it to every
application and solution in their tech stack and deal with ongoing
maintenance and compliance issues. They were also interested in
rolling out a new mobile application with game mechanics that could
help drive more traffic to their loyalty program.
The Solution
After careful evaluation, our client chose to implement Gigya’s Customer
Identity Management platform as the consumer identity layer in their
newly revised stack. Thanks to Gigya’s Registration as a Service
solution, users now enjoy a streamlined experience when creating new
accounts, with the option to conveniently log in with existing social
identities through Social Login. Meanwhile, a wide variety of valuable,
consent-based data is continuously captured and unified into complete
and accurate user profiles within Gigya’s Profile Management solution.
This information is automatically normalized and synced with every
application and solution across the enterprise to drive deeper customer
engagement and insights.
Gigya also worked with digital strategy stakeholders to help design
a gamified experience on the company’s new mobile app, in order to
entice users to engage with a loyalty program while on the go. Our
client’s customers can now log into their accounts from their mobile
devices, and earn points toward valuable rewards, such as discounts
on vacation packages and spa treatments. Enrolled customers are also
notified about special offers exclusively for members.
Enterprise Travel & Hospitality Company
SUCCESS HIGHLIGHTS
25% 25% increase
in revenue
10% decrease in
overall IT costs
6 months of
development
time saved
10
6months

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Gigya, the Gigya logo, and Customer Identity Management Platform are either registered trademarks or trademarks of Gigya Incorporated in the United States and/or other countries. All other
trademarks are the property of their respective owners. Gigya does not own any end user data or maintain any other rights to this data, other than utilizing it to make Gigya’s services available
to our clients and their end users. Gigya acts as an agent or back-end vendor of its client’s website or mobile application, to which the end user of our client granted permissions (if applicable).
Gigya facilitates the collection, transfer and storage of end user data solely on behalf of its clients and at its clients’ direction. For more information, please see Gigya’s Privacy Policy, available at
http://www.gigya.com/privacy-policy/.
Gigya_Case_Study_Enterprise Travel & Hospitality Company_201610
The Benefits
Our client went live with a very complex implementation in about
five months, saving an estimated six months of development time.
They have experienced benefits for both the top and bottom line
of the business, increasing revenue by 25% while saving 10% in
overall IT costs for managing customer identities.
With first-party data collected from identified customers,
the business can create more personalized and trustworthy
experiences. For users logging in socially, these experiences can
be further enhanced based on customers’ interests, likes and
behaviors. Profiles now grow in complexity and value over time,
continually improving journeys to boost brand loyalty and overall
customer lifetime value. Also, gamifying the mobile experience
has driven a dramatic increase in new memberships while also
boosting social referrals, since customers earn points by sharing
itineraries, blog posts and special promotions with their social
networks.
Products Used:
GIGYA MADE THE
CAPTURING OF
CUSTOMER DATA
SIGNIFICANTLY EASIER
& ALLOWED US TO
MEET SOME VITAL
BUSINESS GOALS.
Digital Product Manager
Registration-as-a-Service
Profile ManagementSocial Login
Engagement &
Loyalty Tools