Customer Success Story: Hospitality

A Leader in the Casino Hospitality Industry Replaced Manual Outdated Systems

A leader in the casino hospitality industry, who is renowned for delivering exceptional guest experiences, recognized the need to modernize its gaming department’s asset management processes. Facing challenges with outdated, manual systems for essential gaming hardware such as shufflers, roulette wheels, and card dispensers, the organization turned to us for an innovative solution.

The Challenge

Legacy systems and inefficient asset management hindered the client’s ability to deliver a seamless customer experience. Key challenges included:

Outdated Systems:
- Manual processes for tracking and maintaining gaming equipment caused delays, inefficiencies, and service interruptions.
Operational Disruptions:
- Slow response times for repairs led to guest dissatisfaction and reputational risks in a high-stakes environment.
Regulatory Compliance:
- Ensuring adherence to strict industry standards was challenging without efficient asset management.

The Solution

A modernized approach to asset management was necessary to enhance efficiency, compliance, and service reliability.

Custom Asset Management Application:
- We developed and integrated a tailored asset management solution within ServiceNow, designed specifically for the Resorts’ unique needs.
Real-Time Asset Monitoring:
- Provided immediate visibility into the location and condition of gaming equipment to improve tracking and maintenance.
Automated Maintenance Routing:
- Streamlined task assignments to technicians, significantly reducing response times and downtime.
Comprehensive Inventory Management:
- Enabled detailed tracking of hardware purchases, lifecycle stages, and maintenance history for better planning and budgeting.
Forthcoming Mobile Integration:
- Designed a mobile app to notify on-site technicians instantly, enhancing operational efficiency and responsiveness.

Results & Impact

Accelerated Maintenance Response:
- Achieved 30% faster response times, minimizing disruptions at gaming tables.
Improved Operational Efficiency:
- Transitioning from manual to digital processes reduced service interruptions and elevated the overall guest experience.
Increased Transparency and Accountability:
- Real-time tracking and streamlined processes fostered a culture of accountability and better resource planning.
Higher Stakeholder Satisfaction:
- Enhanced operations boosted team morale and productivity, driving organizational success.

Future Plans

Enhanced Equipment Monitoring:
- Proactively managing maintenance and replacements for critical gaming hardware like automated shufflers.
Mobile App Development:
- Launching a mobile app to provide real-time notifications to technicians, improving responsiveness further.
Data-Driven Decision Making:
- Utilizing analytics from the asset management solution to inform strategic decisions about equipment investments and operational improvements.

Centralized Service Portal: Streamlined requests and enabled efficient self-service for employees and retail partners.
IT Asset Management and Discovery: Replaced legacy systems with a modern, scalable platform for tracking assets and ensuring compliance.
Incident, Problem, and Change Management: Unified workflows improved accountability and enhanced data reliability for audits.
Roadmap for Growth: Positioned for future initiatives such as citizen-facing support, field service management, and mobile app integration.

Conclusion

This collaboration highlights the transformative power of tailored ServiceNow solutions in a highly regulated, asset-intensive industry. By addressing operational inefficiencies and implementing cutting-edge technology, we enabled them to enhance guest satisfaction and maintain its leadership in the casino hospitality sector. This success story underscores our dedication to innovation and high-impact service, illuminating the path to operational excellence and sustainable growth for its partners.