Customer Service Improvement

• Training
• Customer Service Audits
• Service Delivery Design

Process Improvement

Process improvement includes analyzing, mapping, and changing service delivery processes to both decrease costs and enhance customer service, leading to more satisfied customers and increased shareholder value.

Representative Engagements include:

• Re-design of slot service at over twenty casinos that changed random response to customer service events to rules-based response and led to significant reductions (over 100% improvement) in service times and labor costs
• Automation of casino credit department
• Study of room service operations and recommendations of enhanced utilization of existing technology
• Re-design of scheduling processes
• Development of scheduling tools
• Study and change to planning and analysis department for a major casino operator