Leading Casino-Hospitality Provider

Insight at the Point of Action Leads to Application Success and Superior User Experience

Challenge:

This leading casino-entertainment provider understood the efficiencies gained by leveraging mobile applications. Unfortunately, their vision of breakthrough innovation fell short without a streamlined approach to application management. End user experience was negatively impacted when multiple departments were required to manage the applications, leaving room for numerous failure points. With over 58 casinos and 38,000 hotel rooms, the provider purchased multiple ‘Facilities and Dispatching’ applications to increase employee efficiency and customer satisfaction. However, none of the applications could talk to each other – limiting the full scale visibility end users need to make mission-critical decisions.

Solution:

The gaming and hospitality provider partnered with Vox Mobile for complete application management of their mobility initiative. Replacing their decentralized support model, Vox Mobile has both the skillset and bandwidth to provide 24/7 support – significantly reducing the opportunity for application failure. Prior to shipment, Vox Mobile ensures all devices are properly configured, to include EMM, Wi-Fi and application installation. And when the device reaches the individual properties, end users can rest assured all necessary quality and assurance testing took place and the device is ready for immediate use.

Insights:

In addition to complete application management, Vox Mobile is building an executive dashboard which will provide role-based visibility across all applications. Soon, end users will have the ability to access relevant data, to include a single training and support library, which pulls from all the applications resulting in more informed decisions. This insight at the point of action also helps to identify trends and issues requiring preemptive action and/or additional consideration.

This leading casual dining restaurant company wanted to transform their image and become the trendsetter for the millennial generation. Looking to combine the fast food and sit-down dining experience, they needed to reduce the resources required to order, deliver and collect payment in their restaurants. Under their current model, these processes required human interaction at every stage, leaving the door open for inefficiencies, human error and a poor user experience.

This market leader had a business critical need to ‘save the sale’ that would otherwise go to a competitor. Consumers would frequently come into their store in order to view and handle desired merchandise, only to price shop from their mobile device, leave the store and order online from a competitor.

This hospitality giant faced many challenges in managing one of the largest fleets of WIFI-based devices and a largely mobile-enabled workforce. The complex environment includes high device velocity, wide variety in types of mobile users (both employees and guests), shared versus personal devices, high device wear and tear, and a very low adoption rate of its BYOD policies.

Delivering a great customer experience is the #1 priority at this popular restaurant. With a menu that has over 300 items and seasonal menu changes, staff training is critical to delivering a great dining experience. With concerns about overwhelming its staff, store leadership were on a mission to provide them with training in a user friendly way.