Banyan Tree drives direct bookings and revenue with Cendyn’s CRM & Loyalty solutions
The Banyan Group came to Cendyn with various challenges around a lack of customer-centricity within their hotel systems, including the difficulty to target customers with marketing campaigns across the most appropriate channels, and creating a seamless digital guest journey for every touchpoint across all their properties.
By leveraging Cendyn’s CRM, the Banyan Tree Group was able to identify bookings made via third-party OTAs vs. those who booked directly on the website, and then target those guests with special offers to incentivize future direct bookings. They were also able to leverage CRM data to create lookalike audiences to optimize their digital marketing efforts and adopt automated marketing flows to reduce the time spent on manual processes.
With the help of Cendyn’s data-driven solutions, the Banyan Tree Group has seen impressive gains in email open rates as well as increased bookings and revenue across all their properties.