NightOwl Entertainment: Building a Connected Customer Experience

NightOwl Entertainment is redefining nightlife across Australia with venues designed for connection and experience. Their growth mindset and commitment to insight-driven decisions meant they needed a clearer, more connected view of their customers — and the ability to act on it.

As NightOwl scaled, so did complexity. Data sat in multiple systems, marketing campaigns were difficult to coordinate, and service teams couldn’t see the full picture when responding to customers. 

They wanted: 

• One reliable view of each customer
• Campaigns that reflected real behaviour and preferences 
• Service teams equipped with the right context 
• A data foundation that could scale with the business 

Bluprintx partnered with NightOwl to deliver a connected data and engagement strategy that would provide immediate value and set them up for the future. 

• Discovery & Alignment
  Mapped data sources, cleaned records, and defined what a “single customer view” should look like for the business.
• Unified Data Architecture
  Implemented Salesforce Data Cloud as the core platform, bringing membership, POS, booking, and marketing data into one consistent model.
• Service Cloud Integration
  Connected frontline systems so agents could see history, preferences, and interactions in one place.
• Segmentation & Activation
  Created dynamic segments and logic that trigger campaigns based on behaviour and lifecycle stage.
• Enablement & Adoption
  Delivered hands-on training and playbooks so teams could confidently manage data, run campaigns, and measure success.

Results

• Single, trusted customer view now in place
• Smarter campaigns that reflect behaviour and journey stage
• Faster service with agents equipped with full customer context
• Clearer opportunities to identify VIPs and loyalty drivers
• Empowered teams able to act on insights independently

Highlights

• Salesforce Data Cloud: unified customer data into a single, trusted profile
• Salesforce Service Cloud: provided a 360° view of history and preferences
• Custom CDP Viewer Component: gave teams real-time access to profiles and scores
• Dynamic Segmentation & Scoring Logic: enabled targeted campaigns and loyalty offers
• Enablement & Adoption: ensured long-term success with training and playbooks

Insights

NightOwl’s journey began with a need for clarity. With data fragmented across multiple systems, campaigns struggled to reflect real behaviour, and service teams lacked the context to respond effectively.

Through close collaboration, Bluprintx built a connected customer experience platform powered by Salesforce Data Cloud and Service Cloud. Teams now operate from a single source of truth, campaigns are smarter, and service is faster. The foundation has positioned NightOwl to scale confidently into predictive insights, loyalty programs, and real-time personalization across every venue experience.