Elevating Customer
Experience and Decisioning
for a Leading Integrated
Resort and Casino Operator
A Call for Business Action
Transforming Customer Experience Across Integrated Resorts
A leading developer, owner, and operator of multi-use integrated resorts and casinos embarked on a journey to enhance its customer experience. With five interconnected integrated resorts, convention and exhibition halls, luxury theatres, 12,400 hotel rooms and suites, and 150 restaurants and food outlets, the company aimed to deliver a seamless and personalized
customer experience across all touchpoints.
Empowering Business Excellence with Technology
Unifying Customer Experience with Pega CDH Solution
To address the challenges of managing multiple scattered marketing, sales, and service processes, the company partnered with Areteans to implement a robust Pega Customer Decision Hub (CDH) solution. This solution unified their customer experience across various channels including Customer Service, Redemptions (RIS), Web-ASP, SRC App, outbound SMS, and WeChat. The integration enabled real-time Next Best Action (NBA) recommendations,
providing a cohesive and personalized experience for their customers.
Driving Lasting Transformation with Pega Microjourneys
Enhancements with Pega CDH 7.4 and Pega Platform 7.4
The deployment of Pega CDH 7.4, Pega Customer Service 7.4, and Pega Platform 7.4 facilitated several critical enhancements
Unified decisioning solution
Architected to deliver NBA across multiple channels. Seamless Integrations: Integration between CDH and the
SRC mobile app for real-time NBA for customers booking
hotel rooms and event passes
Automation of campaigns
Automated business-critical campaigns in MLP1, enabling business users to maintain events and promotions on a single system
Real-time tracking
Implemented response tracking for all channels, allowing
for quantitative customer feedback and improved
communication between marketing and frontline teams
Outbound channel communication
Built outbound communication capabilities for SMS and WeChat via Legacy x-Gate
Achieving Remarkable Business Outcomes
Significant Business Impact through Pega CDH Implementation
The implementation of Pega CDH drove significant business impact for the company
Unified customer
experience
Delivered a channel-agnostic unified customer experience driven by NBA across multiple channels
Operational
efficiency
Partial removal of scattered sales and marketing systems, automating several manual processes, and significantly reducing GTM duration of
campaigns
Enhanced customer
feedback
Built response tracking mechanisms, enabling real-time tracking of channel responses, Theo, RI%, etc
Increased revenue
Leveraged NBA to drive better conversions
through outbound calling teams and
automated upsell and direct offers
Contact us today to begin your transformation journey