The Challenge: Consistency at Scale

With multiple vibrant and highly unique resort properties, Kalahari faced a key challenge in ensuring consistency across their sales communications. Each property offers a wide range of amenities and experiences, making it essential that proposals accurately and consistently reflect the brand while still showcasing property-specific offerings.

At the same time, the team needed a way to streamline workflows between their Sales & Catering system, Delphi, and their proposal creation process. Entering information in a way that ensured accuracy and consistency across both systems was critical, as was enabling sales teams to respond quickly without compromising quality. 

The Solution: Standardized, Streamlined Sales

Each Kalahari property was set up with a dedicated UpMail account built on standardized, brand-aligned templates. These included a core proposal template, along with tailored sports and reunion proposal formats designed to support their key market segments. Each template was enhanced with curated, property-specific content to ensure communications remained both consistent and highly relevant.

A key enabler of efficiency was the UpMail + Delphi integration, which allowed booking data, event details, and room blocks to be pulled directly into proposals. This ensured that once information was entered in Delphi, it could be seamlessly reflected in client-facing proposals with complete accuracy and consistency.

The Result: More Insight, Less Manual Work

UpMail quickly became a core part of Kalahari’s sales communication strategy. Teams gained valuable visibility into engagement through open and click tracking, enabling them to understand when prospects were interacting with proposals and tailor follow-ups accordingly. This insight has helped sales teams prioritize outreach and improve conversion timing.

The auto-BCC functionality has also supported better CRM hygiene, automatically logging activities against Salesforce contacts and ensuring that communication history is consistently captured without additional manual effort.

Beyond proposals, teams have adopted UpMail for broader business development activity, including prospecting, nurturing campaigns, promotional emails, and seasonal offers. The ability to embed rich content such as documents, imagery, and links directly into emails has further elevated the quality and engagement of their communications.

National Sales Managers also benefit from streamlined access across all property accounts, allowing them to easily switch between locations and leverage a dedicated NSO template to promote Kalahari’s full portfolio in a consistent and scalable way.

The Impact: One Platform, Every Property

UpMail is now embedded across all Kalahari properties as their standard for proposals and sales communications, with teams increasingly leveraging its broader business development capabilities.

To drive engagement internally, the team has introduced monthly friendly competitions based on usage metrics such as email volume, with plans to evolve these into quality-focused measures like open rates and engagement percentages. This has helped reinforce adoption while shifting focus toward more effective communication strategies.

UpMail has also played a role in supporting the launch and promotion of Kalahari’s newest property opening in Sandusky, Ohio, scheduled for November 2026.

In the first half of 2026 alone, the team sent 7,512 emails to 26,587 recipients, with 88 active users across all accounts – demonstrating strong adoption and continued growth in platform usage.

From standardized proposals to broader business development, Kalahari has built a scalable sales communication approach that supports consistency across its growing portfolio while giving teams the tools and insights to work more efficiently.