Case Study: Club Mahindra achieves a 140% increase in member feedback response (to 12%) with OpenMarket’s Mobile Engagement Platform

How intelligent Mobile Engagement helped Club Mahindra seize the moment with 200,000+ members

Club Mahindra, a Vacation Ownership Company with 200,000+ members, struggled to capture timely, honest feedback from guests—their email and in-resort paper forms produced only a 5% response rate and missed the “golden moments” after checkout. OpenMarket stepped in, proposing an SMS-based solution using its Mobile Engagement Platform to reach members when they were most likely to respond.

OpenMarket implemented an automated SMS workflow that sent a feedback request 30 minutes after checkout, used a simple drag-and-drop interface and CRM integration, and triggered different replies based on ratings. The campaign lifted average response rates from 5% to 12% (an improvement of over 140%), delivered real-time reports for immediate follow-up, proved fully scalable, and is now also used by Club Mahindra for booking and contact-center feedback.

Club Mahindra

Sujit Paul

National Head, Member Relations & Business Excellence