Oyo Goes Digital With Crm To Enhance User Experience

OYO Rooms has in a very short time emerged as India’s leading branded network of hotels offering standardized stay experiences at a competitive price. Millions of web and mobile visitors every month turn to OYO to book a room from more than 7000 hotels in 200+ cities. OYO has raised over $180mn from Softbank, Sequoia, and Lightspeed. The company has grown rapidly beating several challenges. Vishal Jain – Vice President of Growth and Marketing at OYO tells Dataquest how the company plans to go ahead and what types of strategies it has adopted to increase reach.

- Onkar Sharma

What is OyO’s strategy to drive sales both in the online and offline channels?

OYO has been using a full 360degree view of guest-interactions to drive sales in both online and offline channels. For this, OYO has deployed Blueshift, with its advanced ability to ingest and process many data sources from online and offline activity, quickly segment specific audiences and operate in real-time across multiple channels. This has helped us build a better user experience spanning mobile and e-mail. Offline and call center bookings can now be coupled with each customer’s online behavior to deliver relevant recommendations as well as price-drop alerts that are customized for the individual.

How does OyO deploy its digital marketing across multiple channels?

We are focused on driving growth and engagement via digital marketing across multiple channels anchored on a unified and personalized customer experience.

The strategy encompasses four key pillars:

Data unification: Historical online and offline data is unified with up-to-the-moment behavioral data.

360-degree customer View: A unified view of each customer is created and updated in real time.