OYO Rooms is a hospitality unicorn valued at over $1 billion. It has 1800 hotel properties located across 500 cities. OYO is known for its technology-driven process, which heavily emphasizes user experience and engagement. The USP allows customers to book hotel rooms in 3 taps or less than 5 seconds.
OYO wanted to deliver a seamless omnichannel customer experience that resonated with the brand identity. They also wanted to offer personalized hotel recommendations and price offers to customers through push notifications, SMS, and emails. In short, they wanted to scale their offer information process rapidly, and drive business growth.
MoEngage is a highly scalable tool that complements OYO’s growth plans. They have a product team that work with agility to deliver new product feature requests in less than a quarter. We are also thoroughly impressed with the customer success team that gives quick resolutions for all our queries.
OYO counted on MoEngage as a campaign management tool that would enable them to unify their customer experience, drive more bookings through personalized hotel recommendations and price offers.
Room bookings are highly personal in nature. Customers always want to book rooms that appeal to them emotionally and economically. OYO uses MoEngage to create personalized hotel recommendations based on the user’s past booking trends or browsing patterns. The system also takes into account the price preferences of the user thereby creating personalized offers that have higher CTRs.
OYO has a highly fragmented user base that is accustomed to omnichannel customer journeys. They search online using a mobile, look at social media reviews, make enquiries through email and finally complete the booking through the website or the mobile app. MoEngage’s omnichannel campaign management enabled OYO to deliver a seamless user experience that was uniform and consistent across all the channels.
Using MoEngage’s omnichannel engagement approach, OYO observed:
