Case Study: The Pilgrm achieves 19:1 ROAS and 134% YoY booking growth with Cendyn eInsight CRM & Digital Marketing

The Pilgrm's success using Cendyn's eInsight CRM and digital marketing services

The Pilgrm is a 73-room boutique hotel near Paddington Station with a sustainability-focused design and a mix of leisure and corporate guests. When it opened in 2017 the hotel needed to build a guest database from scratch, identify target audiences, personalize messaging, and use transactional emails to boost ancillary spend—so they turned to Cendyn, deploying Cendyn’s eInsight CRM and Digital Marketing services.

Cendyn consolidated guest profiles in eInsight CRM and ran targeted paid search, display and social campaigns while helping design dynamic transactional emails to upsell amenities. As a result Cendyn helped The Pilgrm grow its database to over 20,000, drive 3,128 bookings and £1,000,334 in attributable revenue in 2019, achieve a 19:1 ROAS, a 134% year‑over‑year increase in bookings, 159% revenue growth year‑over‑year, and a 25% increase in ADR.

The Pilgrm