Zafiro Hotels streamlines guest loyalty and drives direct bookings with Cendyn CRM
THE CHALLENGE
Zafiro Hotels was looking for a solution that would help their business increase their percentage of direct reservations compared to their commissioned reservations. To increase guest loyalty and the number of repeating customers was also a strategic business goal.
THE SOLUTION
Zafiro implemented Cendyn CRM, enabling them to segment their repeat customers and offer a personalized experience throughout the guest journey. Utilizing Cendyn CRM landing pages, forms, and surveys, they collected special preferences for each guest. Combining Cendyn CRM automations with integrations with their booking engine and PMS, gave Zafiro Hotels the power to use the booking data to create triggers with a higher conversion rate than conventional campaigns. Cendyn CRM has allowed Zafiro to target guests from commissioned channels and convert them into direct customers.
THE RESULTS
Cendyn CRM helped Zafiro hotels to disintermediate thousands of reservations from the commissioned channel, increase direct sales and improve customer loyalty.
This case study was completed before the Cendyn acquisition of PUSHTech but Zafiro Hotels can now benefit from the suite of Cendyn products.
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