Case Study: Kampgrounds of America achieves streamlined, automated guest messaging and operational efficiency with Medallia Concierge

Kampgrounds of America Doubles Down on Messaging to Enhance Guest Experience

Kampgrounds of America (KOA), the world’s largest network of privately owned family campgrounds, needed to modernize guest communications across 500+ locations while keeping costs manageable for independent owners. Cole Reinhardt and KOA sought a messaging solution that could automate communications at scale, gather actionable guest data, segment campers by property, and support contactless interactions—so they turned to Medallia Concierge’s Medallia Zingle messaging platform.

Medallia Concierge implemented a custom integration with KOA’s property management system, rolling out AI-powered templates, automations (“Zings”), scheduled messages and contactless ordering to streamline check‑in/out and guest service. The result was reduced front‑desk strain, faster real‑time guest communications, higher occupancy through filled vacancies and extensions, and measurable revenue gains—one location reported +43.8% firewood, +38.1% ice and +30.6% food sales—along with record‑high NPS scores and improved operational efficiency.

Kampgrounds of America

Cole Reinhardt

Kampgrounds of America