Challenge

Delivering enhanced flexibility

After 25 years in the industry, Hilton Grand Vacations was looking to extend their legendary customer experiences to their digital properties.

Solution

Executing a customized user experience

HGV turned to XCentium for a multi-phased project to move HGV to a newly designed website on Sitecore.

xDB and GeoIP were used within the platform to maximize personalization. Sitecore was then integrated with Google Products (Analytics, Maps, and GTM) to provide actionable data. The site is also armored with streamlined Azure pipelines to provide secure, reliable, and scalable cloud hosting.

Custom Salesforce forms were integrated to provide lead gen and customer support as well as Aprimo to provide efficient management of all digital assets. Quality leads are now delivered and validated by the HGV CRM and Axiom Datastore, and payments are made through the Elavon Secure Payment Portal.

Outcome

Booking vacations from anywhere, anytime

Two key business flows were altered to set HGV up for success post-launch—the checkout flow was simplified to 3 steps and the retargeting engine was enhanced to be a flexible way to entice users back to the purchase funnel after abandonment.

HGV's site is now optimized for SEO with tagging, schema, breadcrumbs, Open Graph support, and more, while leveraging xDB to improve, through customization rules, the viability of their online vacation package sales.

Overall, the revamp of the website has resulted in the HGV’s team spending less time, money, and resources to maximize ROI.

About Hilton Grand Vacations

Since 1992, Hilton Grand Vacations has been a leader in the vacation ownership industry. They develop and operate a distinguished collection of upscale vacation ownership properties in prime locations in the United States, Europe and throughout the Asia Pacific region.