London’s Cavendish Hotel Selects ZDirect eCRM Platform to Increase Loyalty and Generate Online Business

  • ZDirect, Inc.
  • 03.05.10
The prominent Cavendish London Hotel in London has selected ZDirect’s eCRM platform to develop stronger relationships with its loyal customer base.

For example, one strategy of The Cavendish Hotel is to provide guest access to its exclusive offers and values in advance, specifically during off-peak periods, all based upon their previous spend and booking patterns.  The ZDirect functionality infrastructure, data mining capabilities and delivery system is ideal to carry out such a plan.  According to Ciaran Fahy, managing director, "ZDirect fully integrates with our MICROS OPERA PMS and enables us to automatically segment our databases, create powerful marketing messages, evaluate the conversion and then analyze the total spend of the guest during their stay.”
Mr. Fahy continued, “The Cavendish London was awarded the Visit London Gold Award for Outstanding Customer Service in 2009 by listening very carefully to its customers.  The ZDirect eCRM platform also enables us to send a customized online guest feedback form upon departure, which will increase the response rate.  The feedback is then linked back to the guest’s profile inside the OPERA property management system.   We then have an immediate record of the guest’s likes and dislikes and this enables us to understand and exceed their expectations.  Our number one objective is to have 100 percent of our guests recommend The Cavendish to others.” 
According to Hayes Thomas, CEO of ZDirect, “We are extremely excited about working with The Cavendish London, one of the finest hotels in London.  We are committed to understanding and implementing strategies that reflect their unique requirements and providing a custom solution to their challenges.  We also recognize that another goal of the Cavendish is to significantly increase their online Web presence and convert third-party customers to their own online booking outlet off their web site.  That is a ZDirect forté, all to generate significant ROI for the hotel.”

Based in Miami, Fla., ZDirect, Inc. is a pre-eminent provider of electronic marketing and e-CRM solutions for the hospitality and resort industry. For ZDirect’s product offering, the company takes e-mail communication technology to a whole new level of effectiveness by giving hotel managers a powerful way to impact relationships with their previous guests and inquiry base. ZMail’s suite of tools empowers professional property managers to streamline their entire electronic and CRM marketing efforts.  With ZDirect's patented ZMail technology and expertise, hoteliers are able to centralize all their databases, send intelligent, targeted, highly personalized e-mails to their guests and subscriber list, and when they book, automatically send pre-arrival and post-departure e-mails. The ultimate goal: convert leads and previous guests into long term loyal customers. The result is new revenue captured, stronger customer loyalty, expanded customer base, and increased return on investment through the reduction of traditional marketing costs via measurable electronic marketing.
ZDirect is an enterprise e-mail service provider (ESP) specifically for the hospitality industry and an ideal solution for hotel companies that require cutting-edge features, solid integration and professional services.

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