Large Trible Casino with multiple facilities including a large hotel / resort / casino
Client statistics
Problem
This large casino faced a challenge in delivering a truly distinguished experience to its VIP patrons. The intent was to extend a superior level of service to their High Roller clientele, ensuring personalized attention upon any interaction with the casino. However, the existing customer experience solution often resulted in VIPs receiving the same treatment as regular patrons until their engagement reached an available agent. These agents then needed to access individual VIP accounts to ascertain their privileged status, thus prompting the realization that preferential treatment was warranted.
Compounding this issue was the fact that even upon identifying VIP status, the pertinent resources such as spa access, resort reservations, and tee time allocations were dispersed across separate and non-integrated systems. This operational fragmentation necessitated agents to invest additional time to retrieve this information for facilitating tasks like securing dinner reservations or arranging exclusive spa experiences for these esteemed guests. This situation further underscored the need for a streamlined approach that could enhance the efficiency of catering to the unique requirements of the casino’s VIP clientele.
Solution
Global Paradigm implemented a comprehensive Omni channel solution, crafting an elevated customer experience across phone calls, chat interactions, and emails. This solution extends immediate VIP recognition across all communication modes, facilitated by caller ID or email address identification. If recognition is not established through these means, VIPs are prompted to input their player card number at the beginning of the call or text, which promptly ushers them into a prioritized queue, minimizing or eliminating wait times to access the expertise of the casino’s most proficient agents.
Upon connection, these senior agents are equipped with an all-encompassing arsenal of information. This arsenal ensures the seamless execution of the casino’s intent to make VIPs feel valued and esteemed. With access to pertinent data at their fingertips, agents engage VIPs with a sense of warmth and significance that mirrors the casino’s aspirations. Through this streamlined system, Global Paradigm delivers a coherent and gratifying VIP experience, regardless of the chosen mode of communication.
Results
The introduction of the new system brings about a notable enhancement in operational efficiency. Hotel reservations, spa bookings, tee time allocations, and exclusive gambling events have now been seamlessly integrated into the contact center interface of our client’s agents. Consequently, our client’s agents now possess the capability to promptly initiate and validate reservations for their esteemed VIP clients. This streamlined process substantially heightens the satisfaction, perceived exclusivity, and anticipation among the casino’s prominent high-revenue contributors, fostering a stronger inclination to return for gaming experiences.
Furthermore, the new system has had a positive impact on overall call management. Specifically, call handle times have decreased across the board, enabling our agents to allocate more time to addressing inquiries of lesser immediacy. This progressive adjustment not only enriches the experience for their VIP patrons but extends its benefits to the broader clientele of the casino. This holistic improvement in service dynamics is delivering on the casino’s commitment to providing superior treatment and satisfaction to all. It is also elevating their standards of excellence above their competition.
