Linder Hotels' success with Cendyn's CRM and TrustYou's ORM integration

Lindner Hotels wanted to integrate the ORM platform TrustYou into NextGuest CRM in order to improve operational processes, increase guest survey responses, and incorporate survey results into customer segmentation within the CRM, which would allow them to further personalize guest communication.

To increase guests’ survey engagement, NextGuest integrated a guest feedback promotion into Lindner Hotels’ post-stay email communication, linking to TrustYou. Thanks to the integration no separate data upload to TrustYou is necessary from the hotel to send the survey to their guests. When the link is clicked, relevant customer information such as first name, last name, email address, and room number are automatically transmitted to TrustYou and the guest is redirected to a partially pre-filled survey form, making it much easier and less time consuming for the guest to submit a review.

In order to use survey results for customer segmentation and personalized communications, survey scores are transferred back into the CRM. Based on special survey scores, the CRM triggers automated campaigns to respond to specific guest experiences and dynamic content is displayed in transactional and marketing emails.

As a result of the 2-way integration with TrustYou, survey results are also available within the CRM’s Guest Profiles and are included in arrival reports. This enables the entire team to be aware of the guest’s previous experiences so they can improve the guest’s stay.

This case study was completed before the Cendyn and NextGuest merger but Lindner Hotels can now benefit from the suite of Cendyn products.