Itchi Digital

BACKGROUND

Please describe your company and your position there.

I’m the Country Manager for Cross Hotels & Resorts in Indonesia. We’re a hospitality solutions company with 5 hotels in Bali and Lombok.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Itchi Digital, and what were your goals?

We were looking for marketing and public relations support for attracting the domestic travelers market as well as growing our brand awareness in Indonesia.

SOLUTION

How did you select this vendor?

We learnt about itchi digital through a work of mouth referral in Bali. This company had previously worked with them and felt they had the ability to solve our problem.

Describe the scope of their work in detail, including any steps and the final deliverables.

We began with a discovery session where we laid out our challenges as a company and learnt more about their services and history of meeting the challenges we faced. We initially agreed for a 3-month campaign which included public relations, influencer marketing and digital ads which proved to be very successful from a sales and brand awareness perspective.

Following this we agreed to work with them for an additional 3-months based on the same strategy, and then again for 6-months after that following the agency going above the KPI’s we had set. Each monthly meeting we found that they had exceeded our expectations so there was every incentive for us to continue working with them to attract domestic travellers, as well as helping us build strong relationships with local media.

How many people from the vendor's team worked with you, and what were their positions?

We worked directly with the Co-founder who acted also as the project manager. They worked so closely with us they would sometimes spend time in the office working alongside our team. We also worked with another co-founder who was Indonesian and had extensive relationships with local media and KOL’s. From time to time we also working with an account executive who helped our team deliver communications across our digital channels.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Since we worked with then we’ve been able to maintain a conversation rate of 30% on our digital ads which is well above what we had done before. We’ve also gained media coverage in 15+ media that spanned from hospitality specific media to mainstream outlets in Indonesia. We’ve also built close relationships with over 30 influencers who we continue to work with today.

Describe their project management style, including communication tools and timeliness.

We would have monthly performance meetings where the team at itchi provided reports and ran us through the results from our digital ads, influencer marketing and social media growth. They also had project management tools they shared with us so that we could at any time see how things were tracking whether that be daily or weekly.

What did you find most impressive or unique about this company?

They worked with us like they were our in-house team and fostered a real sense of collaboration and professionalism.

Are there any areas for improvement or something they could have done differently?

No, we would continue to work with them if we needed but after a 12-period they’ve given us the tools to continue the work with our own in-house team. Any ad-how activity we might need in the future we will be absolutely choosing them as our preferred partner.