Use Case Summary
Vertical
TRAVEL & HOSPITALITY
TRAVEL & HOSPITALITY
Region
EMEA
EMEA
Version
CLASSIC
CLASSIC
Virgin Holidays offers holidays worldwide with destinations including the USA and Canada, the Caribbean, Africa, the Middle East, India, the Indian Ocean and the Far East
"With a single tool to manage unified data, we can help departments find ways to improve communications. We’re becoming the central hub for customer experience. "Saul Lopes
Customer Lifecycle Lead, Virgin Holidays
YEAR PUBLISHED
2018
Soundbite
Virgin Holidays replaced three legacy technology systems with Adobe Campaign and launched in just six weeks, delivering personalized communications to customers along their journeys through email, direct mail, and SMS. This simplified, efficient structure has resulted in growth in pre-departure scores (5%), upsell per booking (11%), and customer self-serve rate (7%), as well as an increase in incremental revenue across all destinations. Overall, Virgin’s ROI on the Campaign project has been £16.2:1.
CHANNEL(s)
- Direct Mail
- SMS
SOLUTION(s)
USE CASE(s)
- Customer Journey Management
- Email Marketing
- Unica Replacement