Cendyn, a global integrated hotel technology and services company, has partnered with Glowing, a provider of omnichannel messaging solutions, to help hoteliers facilitate more meaningful conversations with their guests. This collaboration aims to provide an integrated system to manage communication across various channels, including WeChat, Line, WhatsApp, Telegram, Messenger and Skype.
Communicating with a guest through their preferred channel is critical. Doing so results in deeper engagement, a 98 percent read rate for messages and up to 10 times higher redemption rate of promotions.Hotels across the globe are now leaning into how they can communicate more effectively through different channels.
The Cendyn CRM and Glowing integration helps keep each guest interaction, through their preferred messaging platform, synched to Cendyn CRM. Hoteliers can leverage the data from both platforms to build stronger relationships and implement more targeted marketing efforts, including enhanced guest communications, personalized marketing campaigns and tailored offers.
“Integrating Glowing’s platform with Cendyn CRM empowers hoteliers to communicate more effectively, tying every message back to their unified guest profile,” Chris Egan, chief product officer at Cendyn, said in a statement. “This first-party data is one of the most powerful assets in today’s world as it puts hoteliers in control of how they communicate their unique products and services to every guest. It creates bespoke guest experiences, strengthening the relationship between a guest and a hotel, which almost always leads to increased revenue.”
Through GenAI, Glowing’s messaging platform offers messaging recommendations for guests. The platform’s learning paths are based on individual preferences and past behaviors so they can be leveraged to provide messaging suggestions for services and amenities unique to each guest. All communications are in the hotel’s unique tone of voice and saved back to the master profile. This technology ensures the guest feels valued and recognized while reducing the amount of time and effort needed from the hotel side.