Mohegan Sun Selects Infor CRM to Enhance Customer Service and Help Increase Revenue

  • Infor Hospitality, EzRMS
  • 03.20.12
Infor, a leading provider of business application software serving more than 70,000 customers, today announced that Mohegan Sun, one of the Northeast’s premier gaming and entertainment destinations, has selected the Infor10 CRM Enterprise suite to help improve customer service and increase revenue.

By providing a more user-friendly solution with a unified look-and-feel and single-screen sign-on, the business 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 selected Infor CRM Enterprise due to its ability to easily integrate with existing systems, as well as Infor’s proven track record of success with gaming industry implementations. 90 percent of the Las Vegas strip trusts Infor’s high-performance solutions.

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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 agent’s 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.

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