Group CRM programme
Sunset Hospitality Group
Transforming guest engagement with Salesforce CRM
A centralised Salesforce CRM programme across Sunset Hospitality Group's restaurants, clubs and beach venues.
- Operator
- Sunset Hospitality Group
- Location
- Dubai, UAE
- Project
- Group CRM programme
A restaurant interior from the Sunset Hospitality Group portfolio.
The challenge
What the venue needed
Running multiple high-end restaurants, clubs and beach venues across several locations left guest data fragmented. The group needed one place to consolidate customer records, automate marketing against real guest behaviour, keep reservations updated in real time, and produce insight it could actually act on.
Our approach
What MicroNet delivered
- 01
Centralised customer information across every venue, holding transaction history, preferences and engagement detail in one database.
- 02
Integrated reservations, guest profiles and marketing campaign data to give a single view of each guest.
- 03
Implemented Salesforce Sales Cloud for lead and opportunity tracking, with automated follow-ups.
- 04
Deployed Salesforce Marketing Cloud for targeted email, SMS and social campaigns, with automated event invitations and VIP offers.
- 05
Built a centralised reservation system integrated with Lightspeed POS for real-time availability, and with Hapi for wider hospitality system integration.
- 06
Designed a custom loyalty programme, integrated with Salesforce Service Cloud for customer support.
- 07
Created dynamic dashboards tracking sales, marketing performance and guest behaviour.
Technology & delivery
What was deployed
Project notes
- Published MicroNet project profile
- Group-wide CRM programme
- Multi-venue portfolio
Outcome
What the venue got
Outcomes as published by MicroNet Global for this project.
One customer record across every venue in the group, replacing fragmented data.
Marketing automated against real guest behaviour rather than broad segments.
Reservations and availability accurate in real time across the portfolio.
Dashboards giving the group actionable insight into sales and guest engagement.
Published project profile: micronet.global