The Set Collection optimizes the guest experience with Cendyn’s eInsight CRM
The Set Collection prides itself on crafting unique and memorable guest experiences, which requires an intimate knowledge of their guests, including preferences, behaviors, and their stay history with the brand. To achieve this level of insight, they required a technology partner with the ability to consolidate all guest data from various systems located at each hotel into a single, up-to-date profile for each guest. Once the data was cleaned, consolidated, and made actionable within Cendyn’s eInsight CRM, The Set Collection also needed a technology solution that could utilize that data to optimize marketing campaigns, discover new niche audiences to target with specific offers, increase operational efficiency, and grow their database of subscribers for future marketing efforts.
One of the first projects The Set Collection embarked on with Cendyn was to revitalize their transactional emails. The Set Collection enhanced their templates to incorporate dynamic content for different reservation types, such as family reservations and single traveler reservations. Another project that was successfully completed with Cendyn was the launch of the Collection’s pre- and post-stay emails. The Set Collection specifically leveraged Guestrevu for post-stay emails, to accurately monitor guest sentiment and inform future marketing decisions.
Currently, The Set Collection and Cendyn are collaborating to further optimize touchpoints throughout the guest journey, including revisiting pre-arrival and on-property guest communications, with an additional focus on audience re-engagement strategies to keep The Set Collection top of mind for previous guests.
Most recently, a successful integration between eInsight CRM and The Set Collection’s loyalty program was completed, with additional integrations planned with spa and restaurant booking engines to ensure a full 360-degree overview of The Set Collection’s audiences.
The Set Collection has seen great success with email marketing campaigns run via Cendyn’s eInsight CRM. Their campaigns are consistently outperforming the industry-wide benchmark in terms of email deliverability rates and email click percentages.
With Cendyn, The Set Collection was also able to achieve a variety of goals, including:
- Achieving enhanced insights into The Set Collection guests
- Optimized marketing campaigns and targeting
- Delivered operational efficiencies and excellence
- Expanded their database
“Working with the Cendyn account team is a truly rewarding experience. Our campaign performance is constantly monitored by their team, and they regularly make best practice recommendations. I feel they are a true extension of The Set team!” – Kasia Rudnik.
Kasia shares that The Set Collection has very ambitious expansion plans over the next few years and Cendyn will be a valuable partner during that growth stage. With help of Cendyn’s tools, they will continue to build more engaging journeys for their customers to excite them about their destinations and hotels and more importantly to elevate customers’ experience with The Set Collection.