# Hospitality Use Case

An Example of What's Possible with Intempt Platform

In this guide, we use an example of a hotel booking process and restaurant experience to illustrate how a company could use the Intempt SDK to integrate the User Personalization ability into their application. The UX case study aims to serve as a reference for developers and create a faster and smoother implementation of the Intempt SDK with the application.

# Acquisition & Conversion Workflow

# Step 1: Personalized Room Listing (opens new window)

User: Meet John Richardson. A middle-income real estate agent who is looking for a room to stay and relax in San Diego. Before placing the booking, John extensively compares prices and locations of different hotels. He is also a vegan, so meal options are also essential for him.

First of all, John signs in to the Intempt Demo Hotel booking site. Although he has been a VIP of the Intempt Demo Hotel, he still compares hotels' prices in the same area. He notices that the Intempt Demo hotel booking site's room list aligns with what he usually needs - no family type rooms, only budget-friendly with one double bed. It makes his research far more straightforward. However, after a few hotel comparisons, he decides to postpone the booking and research more.

After a day, John decides to give it another shot. He downloads the Intempt Demo Store app. He opens the app, logs in, and notices that the room list's sorting is also based on his preference. John researches and spends some time thinking.

Intempt Platform: During last year, John has booked several rooms in the Intempt Demo Hotel. He is assigned to the "Business Customer" segment based on his preference to book Business type rooms. This segment is linked to the content change that rearranges the room list based on customers' preferences. Once John downloads the app and logins with his email, he is identified and the room listing in the app changes as well.


# Step 2: Abandoned Booking (opens new window)

User After three days, John received an email from the Intempt Demo Hotel with a VIP offer to get a free upgrade from his usual selection "Double Bed Room" to a "Deluxe King" room. This was a pleasant surprise for John, so he decided to accept the offer. John returned to the online booking site. He was also interested in the hotel's SPA services. While placing the booking, he checked the box to add the SPA services, but eventually decided to uncheck it and book the room without the SPA bundle.

Intempt Platform: John browsed the online booking site and clicked the "Book now" button. By doing that, he was automatically assigned to the "Clicked Book Now" event. His previous room preferences and booking data were recorded in the hotel web site, so he was also assigned to the event "Room Preference: Business". Besides, John did not place any booking through any of these channels: CRM, iOS app, or online booking site. After three days the "Abandoned booking” segment was triggered, and the hotel service desk received a message to call John and offer him a free upgrade.


# Conversion & Cross-Sell Workflow

# Step 3: SPA Voucher Offer (opens new window)

User: John arrives at the hotel and approaches the reception. After checking in, the receptionist offers him a $30 SPA voucher for any selected services. John is delighted and opts for a Thai massage and pays $25 extra to get the service.

Intempt Platform: Activation of a few different events led to this personalized offer. First, during the online booking, John checked the box "Add a full day Hotel SPA access." Later he unchecked the box, but his action was tracked, and John was assigned to the "checked box SPA (Web) event. He had also booked a room (Hotel Booking Web) but had not booked a SPA through any channels. After John entered the hotel, he triggered a beacon, and his entry data was sent to the server. The entire segment activated. The hotel receptionist received a segment-linked CRM notification to offer John a $30 SPA voucher.


# Step 4: Vegan Menu Offer (opens new window)

User: John decides to have dinner at the hotel's restaurant. He takes his seat, and to his surprise, the waiter immediately presentes him with a "Vegan" menu.

Intempt Platform: The secret ingredient was smartly created segments. The hotel had information that John was a vegan. Having CRM data and custom collections created, the hotel could add an event "Vegan Diet Preference." As we see, John was categorized into this event. After he entered the restaurant, a beacon was activated, the server received communication, and the segment was triggered. Through CRM, the waiter received a message to give John a vegan menu. No additional questions were needed.

# Retention & Refferal Workflow

# Step 5: Complimentary Drink (opens new window)

User: John finishes his meal and decides to leave a positive review on the hotel's app. After a few minutes, he receives a complimentary drink – his favorite Pinot Noir wine.

Intempt Platform: The whole experience was carefully constructed into the segment. So, John left a positive review – one event. He also had his drink preference recorded in the CRM - another event. Finally, John had entered the restaurant but did not exit it. After these three events were activated, the waiter received a CRM notification to present John with a glass of Pinot Noir.


# Step 6: Personalized Customer Retention Strategy

User: John is delighted with a personalized experience at the “5 Star Hotel” and it’s restaurant. He is ready to book another reservation next time. The process repeats itself.

# Use Case Explained

Understanding Web and iOS Activity in a Single View

One of the innovations of Intempt is that the Web User and the iOS App User shown above typically are difficult to see as a single continuous User.

Moreover, anonymous activity (no login) is challenging to see as a continuous activity with the logged-in User. This problem is compounded when you have two different applications, so you end up managing up-to-four (in this case) activity streams that really belong to one User activity stream. At Intempt, we have a Customer Data Platform that syncs and merges the User profile across devices and identifiers. Segmentation for personalized orchestration across your customers’ experience.

As you can imagine, your Users are in various stages. Some have made a reservation but haven’t ordered yet. Others have ordered multiple times but still haven’t reviewed or shared their experience. A number of them have been to many events and are loyal advocates of your brand.

Finally, apart from behavior, some Users have different demographics. We don’t just mean gender and age; we assume they’re a food critic, a chef, a vegan, or a client with a stated preference for privacy and non-smoking.


Segmentation process

All of this information can be used to segment the User flexibly and deeply. Data from iOS, Web, Servers, Beacons (in a restaurant) can be gathered and Intempt provides a UI/UX to micro-segment your User base.