Business Case

Omnichannel / Franchised performance

The challenge

A hotel operator, whose network is mostly made up of franchisees, wants to improve the measurement of the effectiveness of its campaigns

Our approach

  • Analyzing the client’s communication system as well as the current tracking tools
  • Specifying the typical customer journey and the communication channels used at each step
  • Identifying the KPIs and corresponding data at each step of the customer journey
  • Designing the data consolidation and automated reporting dashboards
  • Creating models for sharing results adapted to the different internal interlocutors

« From now on, the customer has a detailed, personalised and automated follow-up for each campaign. He thus has at his disposal all the necessary information to evaluate the performance of his campaigns, at each step of the customer journey. »


  • Objective measurement of the effectiveness of each communication campaign according to its objectives
  • Better allocation of expenses between the different communication channels
  • Improvement of the franchisees adherence to the actions carried out by the Marketing Department