Software AG Case Studies 10X Faster VIP Service

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	10X Faster VIP Service Software AG

10X Faster VIP Service

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Functions	Sales & Marketing
Challenge	Echo, a casino in Australia, was facing a challenge with their VIP customer service. The process of releasing funds for VIP customers was complex and manual, taking up to 20 minutes. This was causing inconvenience for the VIP customers who had to wait for a long time before they could start playing. The company wanted to transform this process into a fast and convenient experience for their VIP customers. Read More
About Customer	The customer in this case study is Echo, a casino based in Australia. Echo caters to a wide range of customers, including VIPs who require a fast and efficient service. The casino was using a manual process for releasing funds to these VIP customers, which was time-consuming and inconvenient. Echo wanted to improve this service to enhance the experience of their VIP customers and increase their retention. Read More
Solution	Echo decided to leverage SOA and BPM as the agile backbone for its mobile innovations. They introduced a new automated process where VIPs complete a simple form on an iPad to request funds to be released. This transformed the complex manual process into a fast and convenient mobile experience for the VIP customers. The new process takes less than two minutes, significantly reducing the waiting time for the customers. This solution was implemented using webMethods Integration and webMethods BPM. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Functions

Sales & Marketing

Challenge

Echo, a casino in Australia, was facing a challenge with their VIP customer service. The process of releasing funds for VIP customers was complex and manual, taking up to 20 minutes. This was causing inconvenience for the VIP customers who had to wait for a long time before they could start playing. The company wanted to transform this process into a fast and convenient experience for their VIP customers.

About Customer

The customer in this case study is Echo, a casino based in Australia. Echo caters to a wide range of customers, including VIPs who require a fast and efficient service. The casino was using a manual process for releasing funds to these VIP customers, which was time-consuming and inconvenient. Echo wanted to improve this service to enhance the experience of their VIP customers and increase their retention.

Solution

Echo decided to leverage SOA and BPM as the agile backbone for its mobile innovations. They introduced a new automated process where VIPs complete a simple form on an iPad to request funds to be released. This transformed the complex manual process into a fast and convenient mobile experience for the VIP customers. The new process takes less than two minutes, significantly reducing the waiting time for the customers. This solution was implemented using webMethods Integration and webMethods BPM.

Impact #1	Improved VIP customer service
Impact #2	First casino worldwide to digitize the complex funds-to-chip issuing process
Impact #3	Optimizing customer service fosters loyalty and increases retention

Impact #1

Improved VIP customer service

Impact #2

First casino worldwide to digitize the complex funds-to-chip issuing process

Impact #3

Optimizing customer service fosters loyalty and increases retention

Benefit #1	Process is 10 times faster than before, from 20 minutes down to two
Benefit #2	Helped increase VIP revenue by almost 57 percent in 2012

Benefit #1

Process is 10 times faster than before, from 20 minutes down to two

Benefit #2

Helped increase VIP revenue by almost 57 percent in 2012

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Overview

10X Faster VIP Service

Operational Impact

Quantitative Benefit