Case Study: Welk Resorts improves customer retention with Salesforce Marketing Cloud from VRP Consulting

Welk Resorts boosts retention with VRP Consulting and cuts single holiday bookings by 14%

Welk Resorts was facing a challenge with its marketing systems, which were disparate and underutilized. They were only using some capabilities within Salesforce Marketing Cloud alongside other separate tools, lacking integration and personalized customer targeting. To address this, they engaged VRP Consulting to review and enhance their marketing platform.

VRP Consulting provided a solution by fully integrating Welk Resorts' data sources and implementing a two-stage release. This included adding AMPscript for personalized emails and expanding into a multi-channel system with SMS, MMS, and targeted online advertising via Advertiser Studio. The VRP Consulting team also guided the implementation of complex customer journeys using Journey Builder and Einstein AI. The results included a 14% reduction in single holiday bookings, the generation of 1,400 weekly new leads, and the ability to send thousands of personalized daily communications across email, SMS, and social ads.

Welk Resorts