Case study — Hospitality Loyalty
PatronPass: the build that paid for itself.
PatronPass came to us as hospitality loyalty operators in Dublin, IE with a problem that was costing them weekly. The program below is what moved their headline number: +48% repeat visits.
Fig. 01 — Lifecycle AutomationDublin, IE
The challenge
Leads went cold in the gaps: web inquiry to first response averaged nineteen hours, quotes took days, and follow-up depended on whoever remembered.
Every competitor responding in minutes was converting the demand our client's own marketing was paying to generate.
The approach
We mapped the operation first: every handoff, every re-typing, every spreadsheet whose real name should have been a database column. Automation targets emerged ordered by hours per week.
Workflows shipped as products: owners, runbooks, failure alerts and quarterly kill-reviews. Anything client-facing got a human checkpoint; anything internal got measured in hours returned.
AI entered where it's strong: drafts, summaries, extraction from the company's own documents — never unattended in front of a customer.
- Tool consolidation with documented data terms
- Operations map with automation targets ranked by hours/week
- CRM hygiene pass: field standards and required properties
- Reporting pipeline: assemble once, read forever
The results
We hired nobody this year and the team is less busy than last year. That sentence was impossible before this project.James Callahan — CEO, PatronPass
The gallery
Start a project
Your metric. Our move.
Fixed quotes in 48 hours. Senior team only. Zero hand-offs between disciplines.