Case Study: IHG achieves higher inbox placement and reduced complaints with Return Path

Return Path Certification and Deliverability Solutions Help IHG Optimize and Secure Email Channel, Improving Customer Satisfaction and Loyalty

IHG, one of the world’s largest hotel groups and operator of the IHG® Rewards Club program, wanted to improve the performance of its global email communications while moving from multiple sending platforms to a single, centralized one. The company needed better visibility into key email metrics like deliverability, engagement, conversions, revenue, and complaints, and turned to Return Path’s Certification and deliverability solutions to help protect inbox placement.

Return Path implemented Platinum-level deliverability monitoring, sender reputation management, and creative testing, along with Certification to help IHG maintain strong inbox placement during its server transition. The result was a seamless move with no disruption to inbox rates, stronger engagement, and a 31.6% year-over-year reduction in ISP complaints, showing measurable improvement in email channel performance.

IHG