Case Study: Bluegreen Vacations Corp. reduces call-center costs and increases revenue with Sitecore

Vacation ownership leader reduces call-center costs, increases revenue through seamless online self-service with Sitecore

Bluegreen Vacations Corp., a timeshare and resort operator with ~216,000 owners, wanted to personalize guest interactions and migrate transactional mini-vacation bookings off the phone—nearly 98% of those bookings were handled by call centers—while improving operational efficiency. To achieve this, Bluegreen selected Sitecore, deploying Sitecore Experience Platform (XP), Sitecore Experience Commerce (XC) and Federated Experience Manager (FXM) to enable real-time personalized content and self-service.

Using Sitecore (with implementation support from Publicis Sapient), Bluegreen launched a personalized, end-to-end digital booking experience that connects sessions across devices and channels and provides a 360° customer view for agents. The results: mini-vacation package bookings online rose to 30% (from 2%) with overall owner online transactions at ~75%, projected adoption of 75–80%, an anticipated $3M annual reduction in call-center costs, and a projected $10M annual revenue increase from upsells and higher activation rates.

Bluegreen Vacations Corp.

Famous Rhodes

Executive Vice President and Chief Marketing