CRM Increases Revenue and Guest Satisfaction for Mohegan Sun

Mohegan Sun has selected the Infor10 CRM Enterprise suite from Infor to help improve customer service and increase revenue. The user-friendly solution easily integrates with existing systems and boasts a unified look-and-feel and single-screen sign-on. Mohegan Sun will benefit from consolidated data access and the ability to track customer preferences to deliver a more personalized guest experience.  Additionally, through the use of the Interaction Advisor, Mohegan Sun will be able to individualize communication with patrons at various touch points, providing multiple cross-sell and up-sell opportunities to help generate additional revenue and provide a competitive advantage in the growing  East Coast gaming market. 

 

Mohegan Sun will utilize the Sales, Service and Interaction Advisor components of the Infor10 CRM Enterprise suite, which will integrate existing systems into a single user interface to help reduce the call center agents' training time and improve employee retention.

 

As a comprehensive, easy-to-use application, CRM Enterprise integrates multiple systems so that users have access to guest information from a single sign-on screen, eliminating the need to toggle back and forth between different applications in search of data, helping to create a better guest experience and open new streams of revenue.

CRM Enterprise consolidates all guest information into one database and enables player development and call center agents to save guest preferences in the system for future referral, promoting better, faster customer service through shorter call times and more personalized conversations.

 

Mohegan Sun also plans to expand the role of its call center users by utilizing the advanced decision engine functionality in Interaction Advisor to facilitate increased revenue through cross-sell and up-sell during customer communication.  Initially, Interaction Advisor's recommendation engine will prompt the inbound call center agents with offers the guest is most likely to accept.  Going forward, Mohegan Sun will evaluate expanding Interaction Advisor to the web, slots and email channels.