Centralized CRM with Galaxy Hub: Galaxy Hub WeChat CRM platform, integrating multiple WeChat Accounts and Mini Programs providing a unified user view and personalized content delivery.
Data-Driven Segmentation & Targeting: Users are tracked, tagged, and segmented enabling targeted dynamic content pushes and content delivery across campaigns and services.
Campaign Innovation with SCRM: Custom campaigns like lucky draws and surveys are linked with rewards, enriching CRM profiles and enhancing campaign performance.
Enhanced Guest Experience: A WeChat Early Check-in system, integrated with Opera, manages notifications, post-check-in engagement, surveys, and exclusive guest content.
In today’s experience-driven hospitality landscape, personalization and real-time engagement are no longer optional — they’re expected. Galaxy Macau, one of Asia’s premier integrated resorts, recognized this early and partnered with Fugumobile to build a digitally connected guest journey through the WeChat ecosystem.
As a strategic partner, Fugumobile helped Galaxy Macau develop a strategic, data-rich Social CRM platform that bridges online and offline touchpoints, enhancing every phase of the customer lifecycle — from discovery to departure.
Galaxy Macau sought to deepen relationships with both new and returning guests, leveraging the full capabilities of WeChat — China’s most ubiquitous communication platform. The challenge was to integrate multiple WeChat channels, offer localized and personalized experiences for diverse audiences (including domestic and international guests), and unify marketing, guest services, and commerce into one cohesive system.
Fugumobile stepped in as a digital transformation partner, offering strategy, platform development, campaign ideation, and ongoing technology consulting.
Implementing a unified digital ecosystem in a high-traffic luxury resort came with its set of challenges:
Galaxy Macau operated multiple WeChat Official Accounts and Mini Programs across brands and services. Consolidating these under one CRM hub required meticulous data mapping and system integration.
Delivering highly targeted messages to different audience segments without overwhelming users called for dynamic content logic and scalable backend infrastructure.
Automation had to complement — not compromise — the luxury service experience. This required carefully crafted user flows and content tone that matched Galaxy Macau’s premium positioning.
Bridging digital engagement with on-property services like check-in, guest communications, and promotions needed precise timing, CRM syncing, and operational alignment.
Fugumobile addressed these hurdles through a combination of modular tech architecture, agile deployment processes, and close alignment with Galaxy Macau’s internal teams.
At the core of this initiative was the Galaxy Hub, a WeChat-based CRM solution built to unify and manage all Galaxy Macau digital activities. This included:
Accommodating various service accounts and mini programs with centralized profile management.
Ensuring consistency and relevance for both Chinese and international audiences.
Capturing open IDs, content interaction data, and user actions across the platform.
Through segmentation and profile matching, users were categorized based on their behavior, location, and preferences. This enabled dynamic content delivery and personalized journeys through Galaxy Macau’s WeChat ecosystem.
With the Galaxy Hub in place, Galaxy Macau could implement behavior-based push notifications that were both timely and relevant. A standout example was the 48-Hour Re-Targeting Message:
Results:
This demonstrated the power of contextually relevant, CRM-fueled messaging in driving direct business outcomes.
Fugumobile supported Galaxy Macau in running a range of creative, interactive campaigns that also served as powerful data collection tools. These included:
Each campaign was designed with dynamic templates that could be customized to match goals. Participation data, coupon usage, and user behavior from these engagements enriched the CRM for future targeting.
To enhance on-site experiences, Fugumobile introduced a WeChat Early Check-in system, fully integrated with the Opera property management platform. Key features included:
All interactions were captured in the Galaxy Hub, enabling further personalization and marketing automation.
To close the guest journey loop, post-stay surveys were sent via WeChat, with reminders for non-respondents. Results were integrated into the CRM to track satisfaction trends and service quality over time.
During festive periods like Christmas and Chinese New Year, Galaxy Macau launched O2O campaigns allowing guests to leave messages on WeChat that were displayed on live LED screens around the resort — turning digital engagement into immersive physical experiences.
The collaboration between Fugumobile and Galaxy Macau has delivered tangible results across marketing, guest services, and CRM efficiency:
Through real-time communications, early check-in, and post-stay feedback integration.
Campaigns and guest interactions added multiple behavioral layers to user profiles.
With targeted WeChat promotions linked to immediate conversion pathways.
Automation of guest notifications and service flows reduced manual overhead while preserving a high-end service feel.
Fugumobile’s partnership with Galaxy Macau exemplifies how digital innovation can transform guest engagement in the luxury hospitality sector. By combining real-time WeChat integrations, dynamic CRM logic, and campaign creativity, Galaxy Macau is setting a new benchmark for how resorts can build lasting relationships with guests — all within the comfort of their mobile devices.
Centralized CRM with Galaxy Hub:
Galaxy Hub WeChat CRM platform, integrating multiple WeChat Accounts and Mini Programs providing a unified user view and personalized content delivery.
Data-Driven Segmentation & Targeting:
Users are tracked, tagged, and segmented enabling targeted dynamic content pushes and content delivery across campaigns and services.
Campaign Innovation with SCRM:
Custom campaigns like lucky draws and surveys are linked with rewards, enriching CRM profiles and enhancing campaign performance.
Enhanced Guest Experience:
A WeChat Early Check-in system, integrated with Opera, manages notifications, post-check-in engagement, surveys, and exclusive guest content.
In today’s experience-driven hospitality landscape, personalization and real-time engagement are no longer optional — they’re expected. Galaxy Macau, one of Asia’s premier integrated resorts, recognized this early and partnered with Fugumobile to build a digitally connected guest journey through the WeChat ecosystem.
As a strategic partner, Fugumobile helped Galaxy Macau develop a strategic, data-rich Social CRM platform that bridges online and offline touchpoints, enhancing every phase of the customer lifecycle — from discovery to departure.
Galaxy Macau sought to deepen relationships with both new and returning guests, leveraging the full capabilities of WeChat — China’s most ubiquitous communication platform. The challenge was to integrate multiple WeChat channels, offer localized and personalized experiences for diverse audiences (including domestic and international guests), and unify marketing, guest services, and commerce into one cohesive system.
Fugumobile stepped in as a digital transformation partner, offering strategy, platform development, campaign ideation, and ongoing technology consulting.
Implementing a unified digital ecosystem in a high-traffic luxury resort came with its set of challenges:
Galaxy Macau operated multiple WeChat Official Accounts and Mini Programs across brands and services. Consolidating these under one CRM hub required meticulous data mapping and system integration.
Delivering highly targeted messages to different audience segments without overwhelming users called for dynamic content logic and scalable backend infrastructure.
Automation had to complement — not compromise — the luxury service experience. This required carefully crafted user flows and content tone that matched Galaxy Macau’s premium positioning.
Bridging digital engagement with on-property services like check-in, guest communications, and promotions needed precise timing, CRM syncing, and operational alignment.
Fugumobile addressed these hurdles through a combination of modular tech architecture, agile deployment processes, and close alignment with Galaxy Macau’s internal teams.
At the core of this initiative was the Galaxy Hub, a WeChat-based CRM solution built to unify and manage all Galaxy Macau digital activities. This included:
Accommodating various service accounts and mini programs with centralized profile management.
Ensuring consistency and relevance for both Chinese and international audiences.
Capturing open IDs, content interaction data, and user actions across the platform.
Through segmentation and profile matching, users were categorized based on their behavior, location, and preferences. This enabled dynamic content delivery and personalized journeys through Galaxy Macau’s WeChat ecosystem.
With the Galaxy Hub in place, Galaxy Macau could implement behavior-based push notifications that were both timely and relevant. A standout example was the 48-Hour Re-Targeting Message:
Results:
This demonstrated the power of contextually relevant, CRM-fueled messaging in driving direct business outcomes.
Fugumobile supported Galaxy Macau in running a range of creative, interactive campaigns that also served as powerful data collection tools. These included:
Each campaign was designed with dynamic templates that could be customized to match goals. Participation data, coupon usage, and user behavior from these engagements enriched the CRM for future targeting.
To enhance on-site experiences, Fugumobile introduced a WeChat Early Check-in system, fully integrated with the Opera property management platform. Key features included:
All interactions were captured in the Galaxy Hub, enabling further personalization and marketing automation.
To close the guest journey loop, post-stay surveys were sent via WeChat, with reminders for non-respondents. Results were integrated into the CRM to track satisfaction trends and service quality over time.
During festive periods like Christmas and Chinese New Year, Galaxy Macau launched O2O campaigns allowing guests to leave messages on WeChat that were displayed on live LED screens around the resort — turning digital engagement into immersive physical experiences.
The collaboration between Fugumobile and Galaxy Macau has delivered tangible results across marketing, guest services, and CRM efficiency:
Through real-time communications, early check-in, and post-stay feedback integration.
Campaigns and guest interactions added multiple behavioral layers to user profiles.
With targeted WeChat promotions linked to immediate conversion pathways.
Automation of guest notifications and service flows reduced manual overhead while preserving a high-end service feel.
Fugumobile’s partnership with Galaxy Macau exemplifies how digital innovation can transform guest engagement in the luxury hospitality sector. By combining real-time WeChat integrations, dynamic CRM logic, and campaign creativity, Galaxy Macau is setting a new benchmark for how resorts can build lasting relationships with guests — all within the comfort of their mobile devices.
