Infor CRM Deployed at Connecticut Casino Contact Center Operations
March 22, 2012
By Chris Freeburn
, TMCnet Web Editor
Business application software developer Infor announced that Mohegan Sun, a Connecticut-based gaming and entertainment destination, has selected the Infor CRM Enterprise to increase revenue and boost customer service quality at its contact center operations. Infor said that Mohegan Sun would benefit from the solution’s consolidated data access and the ability to track customer preferences to deliver a more personalized guest experience. Infor CRM also features an Interaction Advisor that can customize communication with patrons at various contact points, opening up multiple cross-sell and up-sell opportunities.
"Interaction Advisor will provide us with a valuable tool in discovering why guests choose to visit Mohegan Sun, what type of experience they're looking for, and why they keep coming back," said Dave Martinelli, VP of CRM, Mohegan Sun, in the company statement. "By finding out what our guests' needs and preferences are, we gain the advantage through customer knowledge, which will enable us to become more competitive in the gaming industry by adjusting our strategies accordingly."
The company said that Mohegan Sun chose Infor CRM Enterprise because it would integrate with the casino’s existing systems, and noted that 90 percent of the Las Vegas Strip gaming venues use Infor solutions.
"Infor CRM helps gaming companies to better manage and track account details and preferences history so that guests receive a personalized experience during each visit," said MJ Crabbe-Barberis, director of Global Product Marketing, CRM, Infor, in a company statement. "The solution not only promotes increased customer satisfaction, but it enables additional cross-sell and up-sell opportunities as well through Interaction Advisor so that users become an instant sales asset when interacting with guests."
Mohegan Sun deployed the Infor CRM Enterprise suite to reduce the contact center agents' training time and boost employee retention. The casino plans to expand its contact centers and conduct cross-selling and up-selling during customer communication. Mohegan Sun will also consider extending Interaction Advisor to the web, slots and email channels.
"Users in our call center currently have to toggle back and forth between several screens to view necessary data when assisting a guest, which delays their response time and makes it difficult to supply requested information," said Chris Friday, SVP & CIO, Mohegan Sun, in a company statement. "With Infor CRM, users will have access to everything on a single, unified screen, and Interaction Advisor will automatically display promotional offerings based on saved customer preferences, enabling a higher level of guest satisfaction and more sales opportunities to help drive profits."
Edited by Rich Steeves