Customer Award
Sitecore drives 443% rise in hotel booking initiations
Sitecore helped MLCV’s Grand Casinos transform their customer experience, resulting in a 115%+ increase in bookings.
Category Winner
Best Experience Transformation
443%
More hotel booking initiations
115%+
Increase in bookings across all services
83%
More time spent on site
22%
Rise in return site visits
53%
Fall in abandoned bookings
Mille Lacs Corporate Ventures (MLCV), owned by the Mille Lacs Band of Ojibwe, operates several successful endeavors in the entertainment, hospitality, technology, and government contracting industries, among others. Embracing an innovative business approach, the tribe’s flagship enterprises, Grand Casino Mille Lacs and Grand Casino Hinckley, integrated Sitecore into their digital strategy to increase revenue generation and customer growth. In recent years, MLCV’s sustained achievements have enabled the tribe to contribute significantly to the regional economy by investing in education, healthcare, and community resources.
About
Grand Casino Mille Lacs and Hinckley
Media and Entertainment
North America
Products
Search
XM Cloud
Digitizing the casino
Grand Casinos boasts a diverse array of gaming, entertainment, and hospitality services. To attract new visitors, engage existing customers, and expand its audience, MLCV’s Digital Innovation Group focused on refreshing the casinos’ digital communications. The strategic update aimed to connect the casinos more effectively with their audiences while enhancing internal omnichannel processes and improving efficiency. Key requirements included boosting website speed, elevating content quality, optimizing customer data control, and offering attractive customer incentives.
Fast, flexible design
To reach Grand Casino's ambitious digital goals, MLCV’s digital innovation group road-mapped a cutting-edge DXP that integrated Sitecore XM Cloud and Sitecore Search to create an agile, effective solution and increase customer engagement and satisfaction. Working with an external implementation resource, MLCV built a new Grand Casino website that streamlined the hotel booking process, provided seamless access to the casino’s loyalty program, and created an elevated user experience and significantly improved visual appeal and brand expression.
Customer experience transformed
Grand Casino immediately saw positive results and business impact from implementing Sitecore and improving the customer experience. Hotel booking initiations increased by 443%, overall bookings rose by 115%, return visits grew by 22%, and abandoned bookings dropped by 53%. Visitors also spent 83% more time on the site thanks to features like an interactive player dashboard. Additionally, MLCV’s Digital Innovation Group found Sitecore’s technology to be more intuitive, faster, and more responsive than their previous platform.
Working with Sitecore has been pivotal to achieving our DXP goals. Sitecore’s technology has revolutionized our customer interactions and optimized our internal operations. We've seen a remarkable increase in bookings, customer engagement, and efficiency. Sitecore delivers exceptional experiences and empowers teams with creative and operational flexibility. For any company looking to embark on a digital transformation journey, Sitecore is a necessity.