Customer Problem: One of Southern California’s premiere Indian Gaming spots was experiencing a problem associated with their rapid growth (a good problem!).
As buses entered the parking area to drop off their valued Patrons, lines began to form. Worse still, if multiple buses arrived at the same time, some Patrons would need to remain on the buses, while others stood in line to get their VIP Players Cards and special coupons (with incentives to keep them loyal).
Due to their focus on Patron Satisfaction, the Casino wanted to improve these business processes so that Patrons could quickly exit the bus and enter the casino to begin having fun -- and spending money.
The Solution: We began with a mobile needs assessment to clearly identify and prioritize the Casino's technology concerns. Out of this assessment came two primary recommendations. Our first recommendation was to implement a wireless network in the casino and on the grounds. By installing a Wireless LAN, all Patrons and Tribal Members would have access to wireless service no matter where they were on the property. Our second recommendation was to implement a mobile application that enabled Casino Hosts to utilize a handheld mobile computer with a magnetic stripe reader to scan Patrons' VIP Player cards and transmit that data real time. As Patrons got onto the bus, Casino Hosts could scan their VIP Players Cards. The information was sent en route to the Casino, so that the VIP’s could be greeted and whisked directly into the casino immediately upon their arrival to the Casino.
Results: After implementing the Wireless LAN, along with our mobile application and the handheld mobile computers, the Casino experienced the following results:
· Patron lines disappeared – Patrons had access to their gaming activities within 10 minutes of arrival.
· Bus Patron satisfaction increased dramatically.
· Bus Patron revenues increased due to the additional time spent on gaming (as opposed to waiting).
· Casino workers’ productivity increased due to the wireless network.
· Tribal members and their families are now able to access wireless connectivity from anywhere on the reservation and within the casino (an added bonus).
So, So, a win-win for all parties! From our perspective, this represents what we find more often than not when working with our clients. Utilizing Mobility to improve your business processes is not only good for your bottom line, it increases customer and employee satisfaction.