The Automated Guest Journey in the Alps: How Montafon Tourismus Communicates with the Feratel Integration

Montafon Tourismus GmbH has automated the customer journey in Alpine tourism: The Feratel (Deskline) booking system is integrated into the starmate E-Marketing Suite, so guests are addressed in a personalized way before, during and after their stay.

Project Status

Kick-off

Configuration

Go-Live

Hypercare Phase

Running

At a glance

Automated communication along the entire guest journey (pre-, in- and post-visit).

Pre-visit journey: starts 14 days before arrival
Post-visit email: 3 days after departure
Data source: Feratel Deskline

Challenge

Information on travel dates, accommodation category and interests (e.g., alpine skiing or hiking) sat unused in Feratel Deskline.

Data in the booking system remained unused for marketing
No automated touchpoints before arrival and during the stay
Wasted reach: Winter offers reached summer regulars

Solution

The Feratel API was linked to the EMS:

Travel trigger: The system calculates the arrival date from Feratel. 14 days before the vacation starts, the pre-visit journey begins with packing lists and booking options for ski passes or mountain guides.
In-visit communication: Guests receive weather-dependent excursion tips.
Post-visit relationship management: Three days after departure, the EMS asks for feedback and sends a thank-you offer for the next booking.

The Result

The region's team is relieved, and the data foundation improves with every trip.

Relief for tourist information offices because frequent questions are answered in advance by email
More add-on bookings of experiences and tickets through the pre-visit emails
Continuous data flow as a basis for future AI-supported recommendations

Customer voice

“Thanks to starmate and the perfect Feratel integration, we no longer send impersonal mass newsletters. Our guests now receive exactly the information they need for their dream vacation in Montafon, fully automated based on their actual travel dates.”

Lukas Ammann, Head of Digital Marketing & CRM, Montafon Tourismus GmbH

Log

For Montafon, we wanted to create a system that feels like a personal mountain guide: attentive, well informed and there at just the right moment. Seeing the data from Feratel come in and the automated journeys put a smile on guests' faces even before they arrive is simply wonderful.

Consulting team

Project timeline

Scenario workshop: Definition of touchpoints along the guest journey.
Feratel data mapping: Synchronization of the Deskline data fields with the CRM structure.
Template design: Responsive, image-rich email templates.
Logic review & simulation: Test runs of the time-controlled travel triggers.
Season activation: Go-live at the start of the main season.

More Projects:

Münchner Kammerspiele

Running

July 22, 2026

Digital communication across all channels with the E-Marketing Suite

The Tixly interface went live at the start of the season - by the end of it, transaction-based communication had been noticeably expanded. Since then, every suitable occasion is used for individual, targeted messaging: a major step toward automated, precisely tailored audience communication.

View project

ecoplus

Running

May 17, 2025

More visitors, more bookings, more impact through smart discount logic

ecoplus achieves a strong increase in campaign relevance and a rise in repeat bookings - through clean data management, strategic automation, and clever segmentation.

View project

Münchner Volkstheater

Hypercare Phase

December 25, 2025

Entering the new season with automated pre-visit mailings

After a new attendance record in the 2024/25 season, Münchner Volkstheater continues to automate its email marketing processes. At the start of the 2025/26 season, automated pre-visit service mailings were implemented in the E-Marketing Suite.

View project