10X Faster VIP Service
Region
- Pacific
Country
- Australia
Product
- webMethods Integration
- webMethods BPM
Tech Stack
- SOA
- BPM
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Sales & Marketing
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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