Cendyn CRM is a next-generation Customer Relationship Management (CRM) and Customer Data Platform (CDP) primarily focused on the hospitality and gaming industries. It empowers hoteliers and casino operators to drive direct bookings, personalize guest interactions, maximize profitability, and build stronger customer relationships through unified data and advanced marketing automation.
Customer Relationship Management (CRM) and Customer Data Platform (CDP) software provider specializing in hospitality and gaming sectors.
The primary purpose of Cendyn CRM is to deliver a cloud-based platform for hoteliers and gaming operators to centralize customer data, automate marketing, personalize guest experiences, and optimize revenue through detailed analytics and targeted campaigns. The target market includes hotels, casinos, and gaming resorts.
Serves gaming verticals predominantly related to land-based and integrated resort casinos, including hotel casinos, with a focus on CRM and revenue optimization for casino and hospitality combined operations.
Operates under a B2B business model, providing software solutions and services to hotels, casino operators, and hospitality groups, enabling them to enhance guest engagement and revenue management.
Unique for its integration of CRM with a Customer Data Platform (CDP) core, advanced audience segmentation with 200+ filters, multi-channel marketing (email, SMS, WhatsApp, social media), and seamless integration with over 200 hospitality and gaming technology platforms. Also features a dedicated Sales CRM for agencies and MICE professionals.
Cendyn
Founded in 1996.
Registered primarily in the United States.
Headquarters in the United States with global presence serving clients internationally across North America, Europe, and Asia-Pacific.
Over 25 years on the market, evolving its CRM and RMS offerings since the late 1990s.
Estimated development team size ranges from 100 to 250 employees, aligned with a mid-to-large enterprise software provider.
Interfaces predominantly available in English, with support for additional languages depending on client regional requirements and localization.
Supports regional localization through multilingual capabilities, currency settings, and market-specific compliance features tailored primarily for hospitality and casino markets worldwide.
To empower hospitality and gaming operators with customer-centric technology solutions that drive direct bookings, elevate guest experiences, and maximize profitability through data-driven marketing.
Privately held company with no public trading status.
Recognized as a Trend Setter and Best Overall Value CRM by Info-Tech Research Group; holds multiple industry-specific awards for innovation, usability, and value in hospitality CRM solutions.
Participates in professional associations and trade organizations relevant to hospitality technology, gaming technology, and customer experience management sectors.
Key milestones include the introduction of an integrated CRM/CDP platform, expansion of sales CRM for MICE professionals, achieving over 200 integrations with hospitality and gaming platforms, and recent accolades for innovation in CRM functionality.
No publicly disclosed plans for an IPO; focuses on private growth and strategic partnerships.
Offers partner and integrator programs enabling technical partners to integrate and resell Cendyn CRM solutions within the hospitality and gaming verticals.
Supports responsible gambling initiatives by enabling gaming operators to track guest behavior, implement player segmentation for safer gambling, and comply with regulatory requirements through the CRM platform.
Adheres to environmental sustainability standards typical for cloud-based technology providers by optimizing energy use in data centers and promoting remote work to reduce carbon footprint.
Provides comprehensive training and certification programs for users and partners to maximize the effective use of its CRM, including onboarding, marketing automation, and data analytics modules.
Plans to enhance AI-driven personalization, expand multi-channel marketing automation capabilities, deepen integration with emerging gaming and hospitality technologies, and refine predictive analytics for customer behavior.
Focused on expanding presence in Asia-Pacific and European markets while maintaining strong North American and global hospitality and gaming client bases.
Maintains dedicated research and development departments focused on customer data platform innovation, AI, machine learning, and integration technology within hospitality and gaming sectors.
Incorporates cloud computing, AI-driven personalization, real-time data processing, multi-channel communication, and mobile-first design trends in product development.
Offers collaboration opportunities and integration support for innovative startups in the hospitality technology and gaming CRM space.
Holds a significant market share in hospitality CRM with growing adoption in casino hospitality, recognized as a leading provider in these niche markets.
Competitors include Salesforce Hospitality Cloud, Oracle Hospitality OPERA CRM, Guestware, Track, and other specialized CRM providers in gaming and hospitality sectors.
Combines deep industry-specific CRM and CDP expertise, extensive integration ecosystem, advanced segmentation, personalization, and a dedicated Sales CRM uniquely suited for MICE and agency professionals.
Serves clients primarily in North America, Europe, Asia-Pacific, and other global hospitality and casino markets.
Hotels, casino resorts, integrated resorts, gaming operators, hospitality groups, and MICE agencies focused on customer engagement and revenue optimization.
Provides customizable branding and white-label CRM solutions tailored to client needs within hospitality and gaming industries.
Subscription-based pricing model with tiered plans depending on features, number of users, and scale of implementation.
Marketed through industry conferences, trade publications, strategic partnerships, and digital marketing targeting hospitality and gaming technology decision-makers.
Uses a global network of hospitality technology partners, integrators, and resellers for distribution.
Not applicable; Cendyn CRM does not provide games but supports integration with casino games systems.
CRM system integrates with various casino systems but does not directly provide game types.
Not applicable; CRM system focuses on customer data and marketing, not live dealer game provision.
No direct support; however, can integrate with VR/AR platforms if applicable through API.
Supports marketing campaigns to promote tournaments and competitions but does not manage the games themselves.
Not applicable to CRM; no direct support for jackpot systems.
No direct multiplayer gaming features; CRM supports player data analytics.
Does not provide in-game chat functionality; however, integrates with communication channels for marketing.
Not applicable.
Not applicable.
Supports campaign-based rewards and loyalty program management linked via integrations.
Supports marketing gamification tactics such as badges and rewards through integration with loyalty programs.
Offers strong interface personalization capabilities for marketing automation and customer interactions.
Not applicable.
Not applicable.
Supports tracking of guest behavior and activity across platforms, including gaming spend integration for profiling.
Not applicable.
Supports multi-currency transactions in integrated platforms but not games directly.
Supports real-time currency conversion within marketing and customer data contexts.
No direct crypto gaming support; may integrate with crypto payment platforms through APIs.
No confirmed native blockchain integration.
Cloud-based SaaS platform built on scalable web technologies with robust API layers for integrations.
Fully cloud-deployed solution with SaaS delivery model.
No public specific data; industry best practice includes containerization compatibility like Docker and Kubernetes for scalability.
Supports enterprise-grade relational and NoSQL databases through underlying platform infrastructure.
Likely adopts microservices architecture to support scalability and modular integration, consistent with current SaaS standards.
Provides extensive API integrations supporting PMS, booking engines, loyalty platforms, payment gateways, and third-party marketing tools.
Yes, RESTful API support is standard for integration across platforms.
No publicly available information on GraphQL support; RESTful API is primary.
Supports JSON and XML data formats for exchange and integration purposes.
Supports real-time data synchronization and updates for customer profiles and campaign metrics.
Uses HTTPS/SSL and standard web protocols for secure communication.
No explicit information; likely uses standard HTTP for CRM but may support WebSocket for real-time notifications in advanced features.
Optimized for enterprise environments; typical SaaS bandwidth requirements with adaptive data loading.
Employs data caching mechanisms to ensure performance and reliability in data retrieval.
Uses Content Delivery Networks (CDN) to optimize global access and performance of the cloud platform.
Supports load balancing for high availability and reliability across cloud infrastructure.
Supports automatic scaling to meet increasing user demand and data volume.
Integrated system monitoring for uptime, performance, and usage analytics.
Implements centralized logging for error detection, auditing, and compliance.
Built-in advanced analytics tools focusing on customer behavior, segmentation, and campaign performance.
Supports A/B testing of marketing campaigns and audience segmentation strategies.
Provides sandbox or test environments for client testing and training purposes.
Supports API versioning to ensure backward compatibility and smooth integration updates.
Offers developer tools including API documentation, SDKs, and integration guides.
Basic SDK availability likely in languages such as JavaScript, Python, and .NET to facilitate development.
Uses automated testing to ensure software quality, including unit and integration tests.
Employs Continuous Integration and Continuous Deployment pipelines for efficient software delivery.
Industry best practice suggests support for blue-green deployment to minimize downtime, though no direct data.
Incorporates rollback mechanisms to mitigate deployment risks.
Integrated tools to monitor application and infrastructure performance in real-time.
May support distributed tracing for complex transaction tracking across microservices.
Utilizes profiling tools for code efficiency and resource optimization.
No specific data; generally rare in enterprise SaaS environments.
Accessible via cloud; client hardware requirements limited to devices capable of running modern web browsers.
Supports multi-tenancy to serve multiple clients securely and efficiently on shared infrastructure.
Scalable to support thousands of concurrent users typically across large hospitality and gaming portfolios.
Supports horizontal scaling in cloud infrastructure to handle load increases.
Optimized for low latency to ensure rapid data access and marketing campaign responsiveness.
Cloud infrastructure supports global distribution to meet regional performance and compliance needs.
Implements robust disaster recovery plans with data backup and geographic redundancy.
Not applicable; CRM system does not involve gaming fairness algorithms.
Not applicable.
Not applicable.
Includes comprehensive promotional campaign creation tools integrated with marketing automation.
Supports seasonal content campaigns through marketing automation platform.
Offers zero-downtime updates following cloud SaaS best practices.
Not applicable.
Not applicable.
Fully cross-platform accessible via web browsers, supporting desktop, mobile, and tablet.
Responsive design optimized for multiple screen sizes and devices.
No offline mode; requires internet connectivity for cloud access.
No direct game engine integration; CRM focuses on customer data and marketing layers.
Supports HTML5 for user-facing interfaces and marketing content delivery.
Integrates with hundreds of third-party systems including PMS, booking engines, payment gateways, loyalty platforms, and marketing tools.
Supports integration with content management systems to enable content-driven marketing campaigns.
Can integrate with payment gateways through partnerships in gaming and hospitality platforms but not core to CRM functionality.
Provides API and integrations to connect with other CRM and sales management solutions.
Fully integrates with email marketing, SMS platforms, WhatsApp, social media channels, and digital advertising networks.
Supports affiliate marketing program integration via third-party partnership tools.
Integrates with business intelligence tools like IBM Cognos for advanced data analytics and reporting.
Supports compliance reporting for hospitality and gaming regulatory requirements.
Supports multiple user registration methods tailored for customers, including forms integrated via marketing campaigns.
Supports two-factor authentication for enhanced security of user accounts.
Can integrate with third-party KYC and identity verification systems suitable for gaming and hospitality compliance.
Supports integration with automated document verification providers as part of identity validation workflows.
Can integrate with age verification systems to ensure compliance in gaming and hospitality sectors.
Supports geolocation verification capabilities for regulatory compliance and personalized marketing.
Supports self-exclusion tools integration for responsible gambling initiatives.
Can integrate with platforms supporting betting limits for player protection.
Supports integration with systems enforcing cooling-off periods.
Supports guest and player behavior monitoring via data analytics and segmentation.
Integrates with systems for suspicious activity detection and alerting in gaming environments.
Supports loyalty and VIP program management via CRM and integrated loyalty platforms.
Enables assignment of personal managers or hosts for high-value customers through CRM workflows.
Extensive player and guest segmentation capabilities for targeted marketing and communications.
Supports loyalty point accumulation and redemption through integrations with loyalty systems.
Enables personalized bonus and promotional offers delivery based on customer data insights.
Can integrate with referral management systems to promote customer acquisition campaigns.
Supports affiliate program integrations through third-party marketing partnerships.
Provides seamless integration with various CRM systems and tools in hospitality and gaming markets.
Strong email marketing capabilities integrated directly with CRM data for personalized campaigns.
Supports SMS notification campaigns across customer segments.
Enables push notification integration for mobile and web marketing campaigns.
Integrates complaint and customer support workflows within CRM to track and manage issues.
Does not provide native live chat but can integrate with leading live chat support platforms.
Supports multi-level customer support and ticketing system integration.
Provides multilingual interface and support for global operations.
Offers integration with knowledge bases for self-service support content delivery.
Can integrate with video verification vendors as part of identity verification solutions.
Supports workflows for account blocking and restrictions via CRM rules and integrations.
Supports temporary account freezing options through integrated player management workflows.
Includes password recovery functionalities via platform authentication processes.
Fully GDPR compliant with robust data privacy and user data management features.
Supports the right to data deletion and user data access control under GDPR and similar regulations.
Allows user data export in standard formats to comply with data portability requirements.
Integrates with multiple payment systems indirectly through hospitality and casino platform partnerships.
Supports bank transfer payments via integrations with payment processors.
May integrate with crypto payment gateways as part of third-party payment solutions.
Supports e-wallet payment methods indirectly through integrated platforms.
Supports mobile payment solutions as part of integrated payment network ecosystems.
Can integrate prepaid card payment options with hospitality and gaming payment systems.
Supports instant deposit processing via payment gateway integrations.
Can accommodate scheduled deposits via integration setups in payment management systems.
Fast withdrawal processing supported indirectly through integrated financial platforms.
Supports automated withdrawal workflows as part of integrated casino or hotel systems.
Enables management of deposit and withdrawal limits through integrated gaming and financial systems.
Fully supports multi-currency data handling and processing through integrations.
Real-time currency conversion supported within marketing and payment platform integrations.
Supports simultaneous handling of fiat and cryptocurrency transactions via integrated payment systems.
No direct decentralized finance (DeFi) integration known.
No direct crypto staking platform integrations known.
No specific escrow system offered.
No native multi-signature crypto payment features known.
Supports Anti-Money Laundering (AML) compliance integrations through partner systems.
Capable of integrating with automatic transaction screening solutions for compliance.
Supports integration with sanction list screening tools via third-party compliance systems.
Facilitates suspicious activity reporting when integrated with gaming compliance software.
Can integrate with tax accounting systems for hospitality and gaming financial operations.
Automated schedule-based report generation is available.
Integrates with tax and regulatory systems as required in hospitality and gaming sectors.
Supports transaction fee accounting through integrated financial management modules.
Assists payment reconciliation via integration with financial and accounting platforms.
Supports chargeback management through payment processor integrations.
Integrates with fraud detection solutions for payment transactions.
Supports 3D Secure authentication via integrated payment gateways.
Can integrate with credit risk assessment tools for guest and player credit management.
May support installment payment options through third-party payment services.
No direct Buy-Now-Pay-Later integrations confirmed.
Provides corporate banking integration options via financial partners.
Enables automated refund processing through payment system integrations.
Holds industry-standard security certifications for cloud and data security.
Complies with ISO 27001 standards for information security management.
Compliant with PCI DSS for secure payment data handling within integrated platforms.
Fully supports GDPR compliance with strong privacy and security controls.
No direct gambling commission certifications; relies on operator compliance.
Not specifically certified by eCOGRA as a CRM provider.
Not applicable for CRM software.
Not applicable.
Undergoes regular internal and external security audits as part of compliance and best practices.
Supports regular penetration testing to identify and mitigate security vulnerabilities.
No public information on bug bounty programs.
Uses encryption at rest to protect sensitive customer data.
Employs encryption in transit via TLS/SSL protocols.
Utilizes end-to-end encryption for critical data transmissions.
Implements secure cryptographic key management practices.
May use hardware security modules (HSM) for critical key storage.
Employs intrusion detection systems to protect cloud infrastructure.
Utilizes DDoS protection services to ensure availability.
Uses firewalls and Web Application Firewalls (WAF) to secure services.
Implements rate limiting controls to prevent abuse and maintain service stability.
Constant security monitoring through integrated security information and event management (SIEM) systems.
Supports integration with external SIEM systems for enhanced security monitoring.
Automated alerts for security incidents and performance issues are in place.
Established incident response procedures ensure timely resolution of security events.
Robust backup and disaster recovery systems ensure data integrity and business continuity.
Supports geographic redundancy for high availability and disaster recovery.
Provides defined Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) to clients.
Maintains comprehensive business continuity planning aligned with cloud industry standards.
Granular access control systems enable secure role-based access management.
Fully supports role-based access control (RBAC) for operational security.
Maintains detailed audit trails for compliance and operational transparency.
Includes built-in analytics focused on marketing, guest behavior, and campaign performance.
Provides real-time analytics and reporting dashboards.
Features customizable dashboards for operational and marketing insights for end users.
Supports custom report generation tailored to client requirements.
Automated schedule-based report generation is available.
Supports scheduled reporting distributed by email or system notifications.
Supports exporting data in multiple formats including CSV, Excel, JSON, and XML.
Facilitates data mining for customer insights and segmentation.
Incorporates predictive analytics for guest behavior and marketing optimization.
Leverages machine learning techniques to enhance customer segmentation and campaign effectiveness.
Offers analytics on player/guest behaviors for personalized marketing and engagement.
Supports cohort analysis to track customer segments over time.
Enables lifetime value (LTV) calculations for customer profitability management.
Uses churn prediction models to retain valuable customers through targeted campaigns.
Provides tools and analytics aimed at optimizing revenue across guest journeys.
Provides support via email, phone, web portal, and dedicated account managers.
Offers 24/7 technical support for critical issues to enterprise clients.
Supports tiered multi-level service support structure.
Facilitates remote diagnostics to quickly resolve technical issues.
Provides onsite support depending on client needs and agreements.
Implements comprehensive ticketing system for issue management and escalation.
Offers Service Level Agreements (SLAs) outlining performance and support commitments.
Provides priority response and support for high-value and critical clients.
Assigns dedicated account and support managers for enterprise clients.
Offers migration services and support to transition from legacy CRM systems.
