Sofia Hotels Management Implements Cendyn’s eInsight CRM Across Its Hotel Group

Sofia Hotels Management, a Bulgarian hotel management company, selected Cendyn to power CRM across their portfolio of hotels. Located in Bulgaria, Sofia Hotels Management is responsible for the development of the hotel portfolio of NIKMI JSC. Their portfolio includes Grand Hotel Sofia, Suite Hotel Sofia and soon to open, The Millennium Hotel.

Cendyn will implement CRM across their hotel portfolio and include a guest intelligence solution that utilizes data collected from multiple sources, to provide a true, single source of truth for each guest. This visibility and accessibility will enable each property to gain a clear understanding of their guest history and preferences in real time. It will also keep their guests at the forefront of what they do and allow them to concentrate on providing exceptional service to every guest.

Magdalena Georgieva, Group Commercial Director, said, “By choosing Cendyn as our CRM platform for Grand Hotel Sofia, we aim to give guests the most personalized experience and remain relevant in an increasingly competitive area of client service, whilst ensuring that our data is managed and utilized in a secure and compliant way. We believe Cendyn will provide us with an automated platform that will deliver relevant marketing to guests and a guest intelligence solution that will drive brand loyalty through effective personalization across the whole process; from hotel search to post-stay communication.”

Julieta Serafimova, Cluster General Manager, said, “Being aware of the latest technology trends is vital for us to stay in line with the demanding hospitality business environment. We see, more than ever, that tech-savvy customer behavior leads to an increased power of buyers and fast-growing business models. This has encouraged us to put our efforts in developing an innovative sales techniques and marketing tools (website improvements, virtual reality videos, apps, online reputation software are just to mention some of them) and CRM is a crucial step for the next level.”