CRM
Single Platform Built Just for Hotels

Single Platform. Built for Hotels.
Cendyn's CRM Suite is an integrated suite of systems designed to help hotels understand their guests, as well as meetings and event planners. Each CRM component is designed to acquire and analyze specific behaviors, cultivate the client relationship and provide management with the ability to market the right product to the right guest/planner at the right time.

Cendyn's CRM Suite is made up of three main systems: eConcierge, eInsight and eSurvey. These systems are built on a robust middleware platform (eConnectivity®) to allow easy and efficient data access and automation so that all guest and meeting/event planner data can be utilized within the CRM Suite. Our CRM architecture was created to manage the "Customer Value Cycle" for hotels and provide a continuous improvement process. As a result, each component collects guest and meeting/event planner intelligence on an ongoing basis to constantly improve personalization for all communications. The outcome of this process is higher conversion and client retention levels.

Prior to arrival, the pre-stay system eConcierge, enables guests to make any request of a property, view real-time status of all requests, access and maintain their profile 24/7 and customize their stay via a digital itinerary. The post-stay system eSurvey, is used to gather additional feedback upon checkout or event completion, or on an ad hoc basis. eInsight is the centerpiece of the CRM Suite. It is a data warehouse and business intelligence system that contains a robust marketing communications system (for email, text, direct mail and other one-to-one marketing). All guest and meeting/event planner data that is captured pre and post-stay/event is appended to the master record for each guest/planner stored within the eInsight data warehouse.

All Cendyn products are offered in an ASP model and are true Internet/Web applications. Each Cendyn product can run as "standalone" or all together as a fully integrated, single-platform solution. All products are tightly integrated for a complete 360° view of the customer, and use the COGNOS reporting engine for high level business intelligence reporting.

The CRM Suite combines data warehouse functionality with a robust campaign management application for unlimited segmentation and trigger-based communication. Trigger-based campaigns such as Cendyn's eUpgrade solution, included in the CRM solution, can be configured to capture additional revenue by automatically delivering upgrade offers to guests before they arrive. Offers can be targeted to guests that have booked on specific rate plans and all conversions have direct impact on your bottom line. Revenues generated by eUpgrade® more than cover the total ongoing cost of the CRM Suite.

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