Redefining Resort
Experiences with
Areteans' Pega Expertise
A Call for Business Action
Transforming Resort Operations and Customer Engagement
A leading developer, owner, and operator of integrated resorts with entertainment and casino gaming facilities in Asia and Europe, based in Hong Kong and listed on NASDAQ, embarked on a journey to enhance its resort
operations and ustomer engagement.
Empowering Business Excellence with Areteans’ Expertise
Unified Resort Operations with Pega CDH Solution
To address the challenges of modernizing its services, the resort partnered with Areteans to implement a comprehensive transformation journey. Areteans focused on delivering CRM and CDH services through experienced Pega-certified experts, leveraging Pega CDH to enhance customer
engagement and operational efficiency.
Driving Lasting Transformation with Pega Microjourneys
Enhancements with Pega Frameworks
The deployment of Pega Infinity, Customer Service, Sales Automation, and Pega CDH facilitated several critical enhancements. These included building a future-proof application to enable digital transformation and provide an omnichannel experience for both patrons and employees. The resort overcame challenges associated with legacy systems and adopted modern practices to achieve delivery excellence. They reduced accumulated tech debt and modernized the application with flexible code re-use to meet future needs.
A single unified application was developed, leveraging Pega’s center-out business architecture, compatible with both desktop and handheld devices. The project provided a 360-degree customer view to enhance visibility, transparency, governance, and customer service. The full potential of the Pega platform was utilized to deliver comprehensive solutions for customer engagement, room booking, and CRM through connected journeys and low-code digital capabilities.
Greater re-use was promoted through a ground-up development approach using layer cake architecture. A rich UI/UX was built that renders seamlessly on multiple devices for an enhanced customer experience through unified journeys.
We delivered microjourneys that included Customer Relationship Management, 1:1 Customer Engagement, Room Booking, and Pega Upgrade. Deploying Pega CDH facilitated several critical enhancements.
Our team achieved seamless integrations, particularly with necessary back-end gaming systems to fetch data from GEMS, G2, and OWS systems.
Achieving Remarkable Business Outcomes
Significant Business Impact through Pega CDH Implementation
The implementation of Pega CDH had a profound impact on the resort, significantly enhancing operational efficiency and customer experience. One notable achievement was the enhanced room booking experience, reducing booking time for patrons and automating the process of creating and sending offers.
Additionally, Pega CDH enabled real-time gaming information to be sent from IGT machines and GEMS to Pega, ensuring contextual offers are made to patrons. This integration supported relevant tasks, offers, and push notifications to decrease walkouts and enhance patron engagement.
The Business Benefits of these Enhancements were Significant
Enhanced room booking experience and reduced booking time for patrons.
Real-time offers presented to patrons on the casino floor, driving customer walk-ins and reducing walkouts.
Seamless integration of gaming systems with CRM to support personalized offers and
notifications.
Contact us today to begin your transformation journey