Harnessing CRM

Cendyn is the leading innovative cloud software and services provider for the hospitality and gaming industry. With a focus on integrated customer relationship management (CRM), sales technology and revenue strategy platforms (RMS), Cendyn drives sales, marketing and revenue performance for tens of thousands of hotels and casinos across the globe.

Cendyn’s unique offering aligning both CRM and RMS platforms allows hoteliers to create a one-of-a-kind experience for every guest, while moving the needle for every revenue source on property.

Harnessing the power of CRM and RMS dataset alignment can future- proof a business. By merging customer spend data with behavioral information from multiple touch points and channels, hoteliers are able to create a single, robust guest profile that includes specifics such as demographics, preferences, source markets, visited locations—getting as granular as preferred room temperature and pillow type.

When a team has access to all this data, they can create highly personalized experiences that are proven to drive guest retention and drive loyalty. With 80 percent of customers willing to make a purchase when they’re offered custom-tailored experiences, those who utilize this method see an improvement in demand forecasting, marketing and loyalty programs.

An integrated solution puts the operator in the driver’s seat to determine the optimal rate to charge for those customized services, revenue-managing them in the same manner as room rates to help increase profitability throughout the guest travel journey. The coupling of rich guest profiles with integrated data points from various property systems, including gaming, gives hotel casinos a superpower to truly know and understand their most valuable guests.

For more information, visit cendyn.com.