Case Study: IHG improves Crowne Plaza performance communications with EmailOpen™

IHG's Winning Metrics Help Crown Plaza Operators Deliver Exceptional Performance

InterContinental Hotels Group (IHG), a global hotel company, faced a challenge in communicating performance data to the owners and operators of its Crowne Plaza hotels. The company needed a way to segment and personalize its communications to provide actionable insights, moving beyond a generic newsletter to increase relevancy and engagement. To address this, IHG turned to the vendor EmailOpen and its stakeholder communications tool.

The solution from EmailOpen involved creating a system that used HTML code to link owner data with a monthly Excel upload of performance metrics. This automatically generated personalized emails for each executive, featuring clear tables with their specific property data. The result was a highly efficient process that took minimal time to execute and provided hotel leaders with the critical insights needed to assess performance and improve guest service. EmailOpen enabled IHG to deliver effective one-to-one executive communication, increasing the program's overall effectiveness.

InterContinental Hotels Group (IHG)

Ben Rosenbaum

Associate Marketing and Communications Manager