A leading hospitality group overseeing dozens of resort and property brands nationwide was struggling to unify its fragmented marketing request and campaign tracking systems. With multiple teams managing requests through a mix of email chains, spreadsheets, and disconnected monday.com boards, collaboration became chaotic. Inboxes overflowed daily with over 50 new marketing requests. Tasks were duplicated, key updates were missed, and property-specific campaign details were often siloed. As their portfolio grew, it became increasingly clear that their current system lacked the clarity and scalability they needed.
The marketing team needed to centralize all property-specific campaign requests and updates into one accessible workspace, without sacrificing visibility or ownership at the individual property level. Each resort had its own tracking method, from Google Docs to isolated monday.com boards, and the team had to manually sift through emails and notes to prioritize requests and coordinate deliverables.
There was also a pressing need for a lightweight ticketing system that could intake campaign requests via email, automatically sort and notify the right stakeholders, and return status updates at key points in the workflow. Compounding the issue, the team lacked admin privileges to invite collaborators easily, which slowed onboarding and feedback cycles.
To streamline the process, we designed a comprehensive monday.com solution tailored to their operations. We began by consolidating campaign data across all properties into a single master board. Each property was assigned a dedicated group within this board, preserving local ownership while ensuring company-wide visibility.
We introduced a smart mapping system that allowed existing columns, statuses, and tasks from separate boards to be imported without data loss. Dropdowns for campaign audience, status, and assigned team member were standardized. The board structure included conditional views that filtered by property, campaign type, or user role, allowing stakeholders to see only what was relevant to them.
On the intake side, we implemented an integrated ticketing system. Campaign requests sent to a designated marketing email were automatically captured as new items in the board. We used AI-assisted automations to extract the requestor’s email from each submission and populate the appropriate column.
Three automated email responses were configured: one upon receipt of a new request, another when the campaign status changed to “In Progress,” and a final confirmation upon completion. Each update included relevant details and timelines, reducing manual follow-up and improving communication transparency.
We also built a custom dashboard view with widgets for tracking campaign progress by property, upcoming due dates, segmentation targeting, and overall campaign velocity. A visual calendar widget gave users a high-level overview of copy, draft, and send dates across all properties.
The centralized board replaced over five separate systems and eliminated reliance on email inboxes for campaign tracking. The average email volume dropped by more than 40% within the first four weeks. Real-time updates and automatic replies significantly improved requestor satisfaction, while team members saved an average of 6–8 hours per week previously spent triaging inbox requests.
The AI-powered email extraction system handled over 400 requests monthly without errors, and its modular setup means additional teams like the boutique division can scale into the same system with ease.
Most importantly, the new system unlocked clarity. Each team member can now work from a view tailored to their property, see exactly what’s in progress, and access the files and reporting tools they need, all in one place.
In their own words:
"It’s already helping us stay more organized and making team communication a lot smoother. Everything’s in one place now, and it’s way easier to keep track of who’s doing what and when."
-Kelsey Clarke
