Contact Center Solutions Featured Article

August 21, 2008

Trump Organization Turns to Cendyn for Interactive Marketing

By Susan J. Campbell


Cendyn, an interactive marketing company focused on the hospitality industry, was selected 12 months ago as the Trump Organization’s exclusive interactive marketing agency.

With the implementation of Cendyn’s products and services, the Trump Organization has experienced an enhanced online presence which includes the Web site, Trump Hotel Collection.com, along with more than 50 private label Web sites for Trump-owned properties and investments.

Cendyn’s CRM Suite was deployed by The Trump Hotel Collection. This suite includes eInsight, eConcierge and eSurvey. As a result, The Trump Hotel Collection is able to provide their guests with the highest level of customer service by managing the entire view of each guest from a single platform.

The Trump Hotel Collection was not able to acquire guest intelligence at all customer touchpoints and uses this intelligence in the form of personalized and customized communication through various channels. By communicating the right message to the right guest at the right time, the guest experience is enriched and loyalty and customer acquisition are improved.

"The intelligence and automation provided by Cendyn's solutions helps our hotels to exceed our guest's expectations and deliver the perfect guest experience. We've seen increases in revenues generated prior to arrival, as well as better capabilities in acquiring new guests," said Dianna Balabon, vice president of sales and marketing for the Trump Organization.

"In today's economic climate, it is important to provide interactive solutions that enhance the guest experience while driving incremental revenue. We are thrilled that our solutions meet these objectives at Trump and support the company's vision of unsurpassed service," said Charles Deyo, Cendyn's president.

Cendyn’s eConnectivity is used to acquire guest data automatically from Trump’s hotel systems. This middleware platform allows seamless interfacing to PMS, CRS and other critical hotel systems. Data is then processes by eConcierge, eInsight and eSurvey, seamlessly integrating programs to allow complete guest management.

Such an approach to guests in the hospitality industry is essential as guests today demand more than just luxury and service. They want that luxury and service catered to their specific desires and needs so that they feel they are valued guests.

Cendyn has designed its CRM suite to ensure that any customer can leverage their data gathering systems to create meaningful messages and other information that allow the organization to personalize its service. This approach to customer service is a more efficient use of marketing budgets as it reaches the intended audience each and every time, building brand value and increasing loyalty and satisfaction.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Managing Application Performance by Understanding Applications, brought to you by Shunra (News - Alert) Virtual Enterprise.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Michelle Robart


Related Contact Center Solutions Articles

    Mitel Integrates Contact Center Solution with VMware View

    With an objective to bring desktop virtualization to the contact centers, virtualization and cloud infrastructure solutions provider VMware Inc. has integrated Mitel's Contact Center Solution for VMware View. This integration enables contact center managers to better serve customers with centralized administration and better security as well as the ability to reduce costs. [ Read More ]
    02/14/2012

    Blending: The Key to Broadening Call Center Quality without Additional Resources

    While many a corporate call center has found, in recent years, the need to tighten its belt, other call centers with shallower pockets, such as those that support non-profit groups or government agencies and civil services, have found the budget crunch to be even more dire. [ Read More ]
    02/14/2012

    Is Improperly Used CRM Dragging Your Customer Support Down?

    While companies have been adopting ever more technology to try and support their customers to the best of their abilities - the sales figures for customer support solutions and applications bear witness to this - customers have never been more dissatisfied. Weird? A bit. And it might just be a function of improperly chosen, implemented and used customer relationship management (CRM) solutions. [ Read More ]
    02/14/2012

    VXi Launches UC ProSet for Contact Center Users

    The UC ProSet wired headset designed especially for unified communication users in contact centers and offices has been launched by VXi Corporation. VXi Corporation has improved its unified communication B2B line with this new headphone, the UC ProSet, which incorporates several features for ease and fashion of contact center users. [ Read More ]
    02/14/2012

[ View all Contact Center Solutions Articles ]

Socialize with us

FREE Contact Center Solutions eNewsletter

Click here to receive your targeted Contact Center Solutions Community eNewsletter.[Subscribe Now]

Industry News

Featured Resources

Contact Center Solutions Glossary of Terms

Press Releases

About the Contact Center Solutions Community

    Welcome to the Contact Center Solutions Community The Contact Center Solutions Global Online Community, Sponsored by Interactive Intelligence, is designed to serve as the industry's premier resource for information and research on Contact Center Solutions technology and deployment strategies.