Norbit launches loyalty ecosystem for Cosmos Hotel Group

2025: RightWay Platform Rollout

Norbitol created for the Cosmos Hotel Group omnichannel platform loyalty based on its own solution RightWay developed on. BPMSoft The project covered more than 40 hotels in the chain in 27. It cities of the country. allowed to increase the average check by 13%, and the frequency of bookings by 7%. Norbit announced this on November 11, 2025.

The transition to this technological solution was necessary to overcome the key challenges of the hotel market: high competition, dependence on third-party online aggregators, a low percentage of repeated calls. Previously, the system supported only transactional loyalty mechanics (bonuses, discounts, cashback), without the possibility of long-term communications. To implement the omnichannel and personalized approach, the RightWay platform was chosen. It meets the basic requirements of Cosmos Hotel Group - it has the ability to customize, scale and configure complex technical integrations.

NORBIT experts have deployed a full-fledged loyalty ecosystem in five months and connected key RightWay modules. Among them is [CRM] (Customer Relationship Management), which is responsible for static and dynamic segmentation of a single structured client base. Also, an omnichannel communications unit, where all methods of interaction with a guest are integrated into one circuit for mass, point and personalized mailings through, sms,, email messengers mobile guns. chat boats In addition, processing was implemented loyalty with a mechanical designer for the existing multi-level system, an analytics module with visual - and BIdashboards separate reports for each hotel with adjustable access to. to data

At the next stage, the NORBIT team set up many integrations, synchronizing work with 1C, CRM Bitrix, hotel sites, TravelLine booking service, Opera PMS, Logus HMS, Fidelio, iiko and r_keeper systems to automate processes in HoReCa. In addition, experts have created a single storage for client data. Their collection and aggregation are carried out in full accordance with the requirements of the regulator.

After the launch of the platform, the share of active participants in the loyalty program is 45%, the average check increased by 13%. The frequency of bookings also increased by 7%, and conversion into re-action - by 27%. The customer's 360 ° digital profile now allows the network to more accurately forecast demand, personalize marketing communications and increase the percentage of regulars.

For us, the project is not just a renewal of the IT landscape, it is an important part of our digital transformation strategy and a fundamental change in the philosophy of working with the guest. We are not creating a loyalty program, but an ecosystem of trust. By investing in personalization and digital services, we form a relationship of long-term and mutually beneficial partnership. Already now we see business effects and are making ambitious plans for the future, said Alexander Biba, president of Cosmos Hotel Group.

The project with Cosmos Hotel Group is an example of integrated digital transformation, distinguished by its scale and complexity, the first of its kind for the hotel industry in Russia. The reason for particular pride for us was that NORBIT acted here as a vendor and integrator. It is all the more valuable that we introduced not a boxed solution, but a full-fledged omnichannel platform with great functionality and good potential for development, noted Mikhail Tsapok, Director of Business Development at NORBIT.