A Luxury Resort to Transform its Digital Presence into an Exceptional Experience

Exploring the digital platforms of Kerzner International, including those for "Atlantis" and "One&Only"

Kerzner International (hereinafter Kerzner) is a company that develops and operates resorts, casinos, and luxury hotels worldwide under brands such as "Atlantis" and "One&Only." Monstarlab was responsible for implementing "Sitecore," a CMS with integrated marketing functionalities, across Kerzner's websites. This implementation aimed to provide a personalized booking experience and, at the same time, transform the digital experience across the entire customer journey – before arrival, during their stay, and after departure – transcending individual brand boundaries.

Challenges:

Kerzner, owner of world-leading luxury resort brands, places great importance on providing an excellent customer experience in all aspects. This includes not only the on-site experience at their properties but also the online experience, which is often the initial touchpoint for many customers. To deliver the best personalized digital experience, they planned to revamp their websites.

For this revamp, a decision was made to implement Sitecore, a Web CMS with integrated marketing functionalities, to efficiently leverage components and data held by each of their globally operating brands. Monstarlab, as an official partner, was selected for this implementation.

Solutions:

To build a reliable platform for Kerzner's long-term business growth, Monstarlab spearheaded a system reconstruction utilizing Sitecore 9.3 and Sitecore Managed Cloud. Simultaneously, UI design updates were also implemented.

By adopting a highly scalable platform architecture, it became easy to add new resort facilities and related integrated booking services. Furthermore, custom-tailored CMS functionalities for Kerzner significantly reduced the time it takes for editors and marketing staff to publish content. The implementation of action triggers and an advanced tracking system also enabled personalization based on customer attributes and supported marketing activities such as A/B testing.

Results:

Following the project's successful launch, member booking rates achieved a 62% improvement. Additionally, member registration rates increased by 13% through registration form optimization, and test pages saw an 83% improvement in overall booking rates. The platform now enables a seamless process from data collection to improvement planning, implementation, and performance analysis, providing a solid foundation for Kerzner's continued growth.

Furthermore, Kerzner's adoption of Sitecore Managed Cloud was highly regarded by Sitecore as the first implementation in the MENA region, earning Monstarlab high praise as an official partner.