Case Study: World’s Leading Leisure and Hospitality Company achieves 20%+ higher guest response rates and real-time SMS support with OpenMarket

World’s Leading Leisure and Hospitality Company - Customer Case Study

World’s Leading Leisure and Hospitality Company, which operates resorts across many exotic locations and serves more than 170,000 customers, faced a major challenge: unreliable internet connectivity that made it difficult to deliver timely, consistent information and support to guests. To address this, OpenMarket integrated an SMS service into the resort experience to provide messages and two-way support that didn’t rely on hotel Wi‑Fi.

OpenMarket’s solution delivered welcome notifications 24 hours before check-in with sightseeing options, real-time weather, resort contact details, and enabled guests to text questions (for example, requesting the resort address) and receive instant answers. The SMS service boosted average response rates by more than 20 percent versus typical keyword-based mobile services, reduced the need for printed information, and increased guest awareness and participation in events and activities.