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
Project brief

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%.

About

Millennium Hotels

Travel and Hospitality

AP

Products

XP

Challenge

Unify the customer’s online experience

  • Raise revenue
  • Integrate disparate databases and systems
Solution

Connected backend systems through a fully-integrated single platform

  • Revamped the website, offering a new brand image and intuitive UX where browsing and purchasing are seamless
Outcome

Website direct booking channel share +6.22%

  • 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%
  • System usability score +30%
  • Loyalty sign ups +10x
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MullenLowe Group

MullenLowe Group

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