Turtle Bay Resort elevates hospitality with AI-driven personalization.
20%
Increase in booking conversions
40%
Increase in customer engagement
50%
Improvement in concierge efficiency
Turtle Bay Resort on Oʻahu’s North Shore offers oceanfront luxury, golf, spa, and adventures across 1,300 acres of stunning Hawaiian coastline.
Travel & Hospitality
Oʻahu, Hawai‘i
By leveraging Salesforce’s powerful suite of tools through Einstein 1 Platform, we are able to reach new guests with a highly tailored approach to our engagement, ensuring that every guest receives a truly unforgettable experience unique to them.”
— Robert Marusi, CCO @ Turtle Bay Resort
The Challenge
Turtle Bay was struggling with limited data and personalization capabilities, which restricted tailored guest experiences. They want to create authentic experiences and increase lifetime value for generations of travelers. Whether on property or online, associates deliver anticipated personalized service at every interaction, while amplifying the human touch with AI and customer intelligence.
The Solution
Turtle Bay partnered with Thunder for a Data Cloud implementation for Marketing Cloud & Service Cloud.
Improved Guest Personalization
Incorporate guest 360 data from Service Cloud to understand guest reservations, service requests, excursion interest, sport interests, dining preferences to create timely target guest segments.
Leverage Data Cloud calculated insights & segmentation/activation capabilities to trigger personalized email and web experiences via Marketing Cloud.
Improved Guest Personalization
Build Guest console view in Service Cloud to provide guest services teams with insights into customer segments, lifetime value, on-site experience interests, dietary restrictions, reservations and booked experiences.
Guest console will enable the guest services team to contextually connect with the guests they meet throughout their onsite experience.
Products Used
Data Cloud
Marketing Cloud
Service Cloud