Largest Ski Resort in Switzerland Leads in Personalized Digital Commerce
Zermatt is the leading alpine travel destination in Europe. It operates 360 km of prepared slopes and the highest highest cable car station in Europe. A new website optimally combines content, design and bookable offers in a single personalized customer experience.
Challenges Zermatt faced
The main challenge of Zermatt was creating a compelling, consistent and personalized digital experiences on any customer touchpoint. Product data, marketing data and various other content was scattered across the whole company. This was problematic - clean and accurate data records are the necessary foundation for providing an intriguing digital customer experience. The contents of their tourism website were not presented in a clear way and despite a good number of visitors, the marketing and sales teams could not meet the target benchmarks for website conversions. Another consequence of the data mess was that the whole Zermatt company faced a slow and inefficient digital time-to-market.
Solutions implemented by Pimcore
In the first step, Pimcore MDM and DAM were used to consolidate all relevant data, including live weather streams, slope conditions, snow and avalanche reports, webcam data, events and other travel-related data in one company-wide digital platform.
In the second step, this data was leveraged to create a personalized customer experience for multiple digital channels with the help of Pimcore WCM, by adding creative design templates.
A B2C digital commerce platform for the sale of tickets, events, equipment rental and ski lessons was created in the same platform by using Pimcore’s digital commerce product. Commerce is seamlessly integrated in the website. All products can be purchased directly from the content pages and can be added to the central shopping cart.
Pimcore APIs were used for the integration interface with ticketing provider SKIDATA. Event ticketing and merchandise articles are managed directly in Pimcore PIM. The ticket prices are generated dynamically depending on the season, individual customer discounts and daily rates. The content commerce experience also features real-time content personalization.
Impact of Pimcore and Zermatt work together
By enabling customers to purchase personalized offers online, the online and offline customer experience has greatly improved. By purchasing tickets in advance, the wait time at the offline ticket sale checkout has vastly reduced. This greater convenience for visitors and partners ensures multiple millions of dollars in additional revenue generated through the online channel each year.