RV Booking & Management

Enhancing RV SpotMinder's Customer Engagement and Infrastructure

How we replaced a brittle email-only flow with a multi-channel engagement engine that lifted confirmed bookings by 28% and dropped failed deliveries by 70%.

ClientRV SpotMinder
IndustryRV Booking & Management
LocationUSA
Timeline3 months + ongoing support
40%Increase in user engagement and satisfaction
70%Drop in failed message deliveries
28%Lift in confirmed bookings
50%Reduction in support escalations
Ch. 01Chapter 01 — The Brief

The problem, in plain terms.

  1. 01Renter comms were email-only — and a third of messages were never opened.
  2. 02Booking lifecycle events (confirmation, reminders, pickup) were lossy and unowned.
  3. 03Operators had no console to resend, segment, or debug a journey.
  4. 04Failed deliveries silently degraded conversion without anyone noticing.
Ch. 02Chapter 02 — The Approach

How we solved it.

  1. 01Mapped the booking lifecycle and identified the four highest-leverage touchpoints.
  2. 02Stood up Twilio + SES adapters behind a single event bus with delivery + opt-out tracking.
  3. 03Built a template DSL with per-flow A/B testing and a versioned content store.
  4. 04Shipped an operator console: resend, segment, introspect, replay.
Ch. 03Chapter 03 — The Outcome

What it changed.

40%Increase in user engagement and satisfaction
70%Drop in failed deliveries
28%Lift in confirmed bookings
50%Fewer support escalations
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