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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 Automation Dublin, IE

Client
  PatronPass
Year
  2024
Industry
  Hospitality Loyalty
Location
  Dublin, IE

01

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.

02

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

03

The results

R—01 7 days Pilot-to-production median
R—02 -59% Routine support tickets
R—03 62 h Team-hours returned monthly
R—04 -68% Lead response time

> 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

04

The gallery

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## Your metric. Our move.

Fixed quotes in 48 hours. Senior team only. Zero hand-offs between disciplines.

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