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Case Study

Accor: Achieving +300% App Audience Growth Through Personalized Mobile Experiences

Accor: Achieving +300% App Audience Growth Through Personalized Mobile Experiences

Accor: a world leading augmented Hospitality Group with a strong customer vision

Accor is one of the largest hospitality & leisure groups in the world with 40+ brands including Banyan Tree, Pullman, Sofitel, Fairmont, Rafles, Ibis, Mercure, Novotel, etc.) all united through strong Customer Loyalty vision and CRM program.

Through their Accor All - Hotel booking application (iOS / Android) the group is able to deliver unique experiences to its customers, globally:


Top challenges

With their promise to constantly deliver unique personalized customer experiences, Accor adresses different challenges:

  • Constantly growing its mobile audience;

  • Consistent data-centric approach to optimize real-time communications;

  • Personalized and tailor-made offers — both globally and locally.

“Through our Accor All app, we want to make sure every customer has the best experience possible before, during, and after their stay. They can enjoy everything we can offer not only while they’re travelling but also in their daily life.”
author image
Yassine HACHEM
SVP e-Commerce & Customer Engagement

Accor x Batch — key KPIs: 

  • +296% MAUs growth over Android & iOS (18 months),

  • x2 app traffic % coming from Batch campaigns,

  • 5900+ personalised campaigns sent in 16 languages through 7 regional hubs


Download the case study to discover how Accor successfully deployed an effective growth strategy with Batch while delivering more autonomy and impact capacity to CRM teams around the world.

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