Case Study: Major Hotel Brand Call Center achieves measurable performance improvements and increased agent engagement with Snowfly

Major Hotel Brand Call Center - Customer Case Study

Major Hotel Brand Call Center, a 600-person operation for a large multinational hotel chain, needed a program to reward achievement of corporate performance objectives, let managers give discretionary real‑time rewards, enable peer recognition, and engage agents with both objective and subjective measurable goals. They partnered with Snowfly to deploy an incentives/gamification solution using Snowfly’s rewards platform and built-in features like testing/quizzes, peer recognition, suggestion submission, and targeted contests.

Snowfly implemented a common reward currency and game-based mechanics that tied together objective metrics (loyalty program enrollments, credit‑card transfers, test‑call completion, call compliance, team error‑free rewards) with peer‑to‑peer recognition and manager discretion. The Snowfly program delivered measurable results — notable increases in weekly quality scores and significant uplifts in loyalty enrollments and credit‑card transfers (improvements shown up to roughly 60% on key metrics) — while improving visibility across all management levels and boosting engagement through variable rewards.