Revolutionizing Luxury Hospitality: How Crystal Springs Resort Modernized Its Digital Presence

Challenges

• The current platform lacked flexibility, hindering advanced personalization, cross-channel marketing, and seamless integrations with tools like Google Analytics
• Inefficient workflows and lack of automation make it difficult for a small team to manage content effectively without IT support
• Suboptimal features like the events calendar, limited search capabilities, and inadequate property mapping reduced customer satisfaction
• The client required a scalable CMS with robust deployment pipelines and comprehensive training for long-term operational success

COMPANY

Crystal Springs Resort, the Northeast's preeminent four-season luxury destination, sits majestically in the Kittatinny Mountains of Northern New Jersey. Just 43 miles from New York City, the resort is renowned for its eclectic array of offerings, including gourmet dining experiences, championship golf courses, and luxury spa services.

INDUSTRY

Hospitality and Tourism

SERVICE PROVIDED

Transition to Drupal 10 for Enhanced UX

Solutions

Crystal Springs Resort's digital transformation included optimized content architecture, user-centric design enhancements, and a responsive UI. The adoption of Drupal 10 enabled modern, scalable operations, with new functionality for venues and dynamic content modeling. Performance optimizations ensured a seamless and efficient user experience.

Results

• 15% increase in form submissions in targeted areas through improved CTA placement

• Rapid deployment cycles (days and weeks instead of months and quarters)

• Increased ability for internal and external integrations resulting in a more mature marketing stack

• Enhanced management workflow, allowing content managers better control and rapid deployment of new marketing ideas

Altudo’s knowledge and expertise helped us build a platform that freed us from the burden of our limiting CMS and enables our team to move at the speed of the customer and market, helping us drive more revenue and reducing the cost of doing business.

Chris Mulvahil, CMO

Background

Crystal Springs Resort is at a pivotal moment in its marketing technology journey. Currently operating on an industry-specific CMS, the resort has identified limitations that hinder its ambitions for advanced, cross-channel marketing initiatives. Prior to collaborating with Altudo, Crystal Springs Resort, with the help of Sherpera Consulting, a travel and hospitality-focused consultancy, executed a Platform Selection initiative and identified Drupal as its content management platform for the future.

Crystal Springs Resort needed a digital experience partner who could deliver this highly flexible and integrated platform, which represents a crucial step in setting a new era for their business. This was the unique opportunity to contribute to the next phase of Crystal Springs Resort's growth-focusing on elevated customer engagement and cross-channel marketing excellence.

Altudo supported CSR with strategic transformation towards a more agile, open architecture CMS that enables seamless cross-channel content management and marketing integration. They wanted an efficient implementation partner to help migrate the existing website, with some key improvement areas to Drupal on the Pantheon platform.

Enhanced workflows, improved CTA access, and data-driven insights have strengthened the resort’s ability to attract, engage, and retain guests, driving long-term growth and competitive differentiation in the luxury hospitality market.