Maximizing B2B client acquisition and loyalty through partnerships
Services
Project management
Client
Troger
Categories
Operational management
Challenge
As a partner of several sports and cultural institutions in Geneva — including Genève-Servette Hockey Club — Troger benefited from a range of hospitality services. However, the variety of stakeholders, invitation logistics, and on-site coordination represented a significant operational challenge. The goal: professionalize the entire relational setup, ensure a smooth and consistent guest experience, and enhance the perceived value of each partnership.
Strategy
Centralized Hospitality Experience
Rather than managing each service in isolation, the strategy aimed to centralize the management of hospitality services across Troger’s entire partnership portfolio to ensure effectiveness, consistency, and quality.
Cross-Stakeholder Coordination
We implemented a seamless coordination process between Troger’s internal teams, partner clubs/organizers, and the guests — ensuring clear communication and smooth event execution.
Operational Precision, Relational Value
The strategy relied on rigorous preparation (invitations, follow-ups, guest lists, logistical instructions), combined with on-site presence to deliver a personalized and premium experience aligned with Troger’s brand image.
Flexibility and Responsiveness
By providing a single, responsive interface, we managed changes related to sports and cultural events (schedule shifts, protocols, access limits…) while maintaining a consistently high standard of quality for every guest and context.
Solution
End-to-End Guest Journey Management
We implemented a comprehensive support system for Troger’s hospitality services, covering every step of the guest experience.
Partnership Relations Management
Operational liaison with clubs, associations, and organizers to optimize reception conditions, access, seating, and services linked to each event.
Guest and Logistics Management
Guest list creation and tracking, invitation management, communication of practical info, reminders, attendance tracking, and special needs coordination (mobility, timing, etc.).
On-site Interface
Coordination of Troger teams, discreet and attentive on-site guest support, handling of unexpected issues, and collection of feedback to continually enhance the experience.
Results
A seamless experience, partnerships enhanced
This system enabled Troger to professionalize its hospitality service management while delivering a smooth, enjoyable, and premium guest experience. Feedback from both partners and participants was highly positive. The brand strengthened relationships with its stakeholders and maintained a high-end, consistent, and well-orchestrated image.
6
Partner clubs and institutions
+120
Guests taken care of
100%
Compliance with Troger’s hospitality standards
1
Single point of contact
