Holland America Line

Holland America Line powers a new loyalty program with Siebel Loyalty

Seattle-based, Holland America Line (HAL) selected Loyalty Methods to implement their new Loyalty initiative, because of their unique experience with large-scale Siebel Loyalty projects.

The partnership resulted in the successful delivery of a brand new Loyalty program that spans across the entire HAL enterprise including their entire 15-ship fleet.

The new system provided improved visibility and recognition of customer loyalty status and reward eligibility, at every customer touch point. The success of this solution gave HAL one more way to increase customer brand affinity in the highly competitive cruise-line industry.In the new economic reality of today, only the truly analytical competitors will thrive and grow their businesses. It is nothing short of exciting to see a veteran of the industry like HAL join that club by acquiring new business and technology tools to better recognize their loyal customers and drive repeat business.

In the new economic reality of today, only the truly analytical competitors will thrive and grow their businesses. It is nothing short of exciting to see a veteran of the industry like HAL join that club by acquiring new business and technology tools to better recognize their loyal customers and drive repeat business.


“Loyalty Methods was a critical partner in insuring a successful launch of our new marketing & loyalty CRM platform. Their dedication, vision and experience was evident from the first day of the engagement.”

The following goals were achieved with the new system:
  • The new program is more sophisticated, providing many more tangible benefits to guests encouraging them to actively work towards achieving higher status through repeat cruises.
  • HAL is now able to launch ad-hoc promotions using a point-and-click interface, allowing the company to use accruals as incentives to promote select products and services.
  • HAL customers are able to login online and view their Loyalty status, benefits, and recent cruise history.
  • By integrating with booking and ship-board systems, HAL is able to provide timely and actionable information to staff about guest preferences, loyalty status, and special offers.
  • Integration with ship-board POS systems allows HAL to accrue rewards for customers’ on-board spending, thus encouraging guests to try additional products and services while at sea.
  • HAL marketing operations has a clear understanding of customer purchasing history by tapping into Siebel Loyalty on-board spending transactions and segmentation based on customer spending behavior.
  • HAL marketing operations can leverage customer loyalty status information stored in Siebel to better segment its audience.
  • The in-bound Loyalty management call center has a new and flexible Siebel user interface, allowing for quick and timely response to customer inquiries, correcting customer details and applying rewards.

Let's get it done.

We're the premier providers of large-scale customer experience solutions – as well as straight-talk.

Tell us about your needs