In 2013, a leading Casino Cruise company based in Florida, USA, came in contact with DroitCloud, wanting to replace the third party desktop ticketing system used, and build their own cloud-based ticketing system to drive away operational inefficiencies and improve the overall customer engagement process.
About the customer
The Client one of the biggest casino cruise company in USA, with a revenue of over a half billion dollars. Client company has more than 50,000 customers visiting their casino cruise every month. Client organization is one of the leading and biggest Casino Cruises in Florida, USA. Client organization offers other allied services in hospitality apart from other casinos like Dining, Transport, and Gaming.
The Challenge
A renowned Casino from Florida, was reliant on a third party desktop system to issue tickets for customers. The tickets were generated in the system only after the employees entered the customer details manually.
Especially during the rush hours, 1000’s of customers had to wait for hours in long queues, making this a painstaking customer engagement process for both employees and customers. After a couple of attempts to update the existing system, the Casino decided to engage with our expertise to build a cloud-based ticketing system.
Our client asked us to build a new ticketing system that will make the customer engagement process speedy, smart, effective and efficient.
It was important for the clients machine to be operational while being both reliable and efficient, as being able to send out tickets for its customer was a critical part of their business. It is vital that the casino can quickly identify possible problems and deal with them accordingly.
The Solution
We worked with the client to identify the most predominant factors that affect the customer engagement process. After which we came up with a strategic road map which included architecture, design, usability, and the choice of technology.
A cloud-based application was developed on a high performance framework, which allowed for smooth transitions. The application was comprehensive, fast, secure, engaging, autonomous, scalable, built competence and most importantly, was a joy to use. The application developed acts as a UNIFIED CUSTOMER ENGAGEMENT SYSTEM. Employees reported 83% time saving in issuing tickets to the customer.
“Our core business Idea was to operate and generate revenue using reliable and efficient customer engagement system to support our customers and self rectify problems, may they occur. DroitCloud met with all our criteria.”
The print integration and automation
It is an extremely crucial part of this application when it comes to time spent on printing the tickets, especially when you have a queue of 1500 people waiting behind and even 20 seconds saved for the company can make a huge difference. Prior to the our solution’s deployment, employee had to download the ticket, print it from the local machine and then hand it over to the customer. We integrated the printer with the system.The very moment when ticket was generated, an automated trigger is in place to print the ticket in a couple of seconds using EPSON POS Printer.This software also integrates with multiple hardware devices like the tablets, printer systems, barcode scanners, card machines & touch screen.
The Card reader Integration
Card reader facilitates faster filling of the guest info by reading their State-issued driver’s license, Social Security card, Passport and passport card, Casino players card, debit card & credit card.
Online Reservation System – B2C
We created an online reservation system integrated with a payment gateway, which allows the user to instantly book the ticket by making an online payment.
Automated Customer Categorisation
Any special treatment on ticket price, discounts, perks, or benefits offered to high rated customers is now an automated process in the system. Previously, the employees had to visit that particular customer’s account, check what price has to be offered for a particular service and then charge accordingly.
Tablet Application
Especially during rush hours, Tablet Application proves to be huge time saver for the client. A representative could walk by the queue and by accepting cash or card payment, issue tickets from the Tablet Application. Customer credit card / driving license can be scanned to fill demographics information and also credit card can be swiped through tablet itself. User does not need to carry a seperate card payment POS.
Call Center and Back Office Management
Every customer call, message, or email is immediately reflected in the system empowering the employees to promptly respond to every customer inquiry
Touch screen Kiosk Application
DroitCloud supplied bespoke machines for the ticketing system for the client which were self servicing which came in handy when the tickets were being allocated to the customers by the staff. Employees reported 83% time saving in issuing tickets to the customer, it also allows for a efficient and comprehensive service while being easy to use and intuitive.
