Case Study: ONYX Hospitality Group achieves increased guest recognition and loyalty with Cendyn eInsight CRM & eNgage

ONYX Hospitality Group - Customer Case Study

ONYX Hospitality Group, a Thailand‑based collection of over 50 hotels and serviced residences across Asia, needed to merge disparate systems and deliver consistent, personalized experiences across online and on‑property touchpoints. Facing rising guest expectations and the challenge of personalization at scale, ONYX turned to Cendyn and its eInsight CRM and eNgage platforms to create a single central profile for every guest and unify communications across brands.

Cendyn implemented eInsight CRM to power segmented email, in‑stay and post‑stay messaging and eNgage to surface real‑time guest prompts for front‑office staff, enabling recognition by loyalty status, occasions and repeat stays. The integrated solution automated personalization and improved efficiencies, driving measurable gains: loyalty member recognition rose from 36% to 85%, and ONYX reports increased Net Promoter Score and Guest Satisfaction Score after deploying Cendyn’s platforms.

ONYX Hospitality Group

Chetan Patel

Vice President Digital & CRM