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BEST USE OF SITECORE AS DXP

Millennium Hotels and Resorts: Revamping the digital experience

Millennium Hotels and Resorts introduces their unique blend of hospitality and comfort to the online experience

Industry

Travel

Region

Greater Asia

Sitecore Experience Awards 2018

Millennium Hotels and Resorts: A refreshing digital experience

Seamlessly blending Asian hospitality with Western comfort, Millennium Hotels and Resorts owns and manages hotels in over 27 countries—treating guests like family. With a unique range of global properties, Millennium’s hotels are surprising, refreshing, and tailored to their location.

Millennium desired to revamp their digital customer experience to make browsing and purchasing a seamless and effortless process. The digital overhaul had to cover 105 hotels across 5 regions, handle 6 languages, and enable transactions in 25 currencies. It also required integrating disparate backend systems into a unified and easy-to-use e-commerce frontend. Millennium chose Sitecore.

And they’re happy they did. Compared to 2016, the new site’s system usability score increased by 30%. Direct booking on the website went up by 6.22%. Online conversion increased by 27.85%. Loyalty program signup increased 10-fold, and direct revenue is up by 21.8%.

Challenge

  • Raise revenue
  • Unify the customer’s online experience
  • Integrate disparate databases and systems

Solution

  • Revamped the website, offering a new brand image and intuitive UX where browsing and purchasing are seamless
  • Connected backend systems through a fully-integrated single platform

Result

  • Total number of bookings +18.7% (2017 / 2016 y/y)
  • Conversion rate +27.85%
  • Total direct revenue +21.8%
  • Number of nights booked +23.8%
  • Website direct booking channel share +6.22%
  • System usability score +30%
  • Loyalty sign ups +10x

Products used

  • Sitecore Experience Platform (XP)
  • Sitecore Experience Database (xDB)
  • Hosted in AWS

MullenLowe Profero

Implementation Solution Partner

MullenLowe Profero is a full-service digital agency with a mix of creative, media, tech, and strategy all under one roof. In thirteen offices across Europe, Asia, and the US, they exist to give clients’ brands an unfair share of attention—offering a one-stop solution across strategy, brand transformation, brand communications and creative, website development, localization, and maintenance, search engine optimization, media, and analytics.