The Challenge

Consolidating marketing and service processes for a unified customer journey.

A leading developer and operator of multi-use integrated resorts and casinos faced the challenge of delivering a seamless and personalized customer experience across its vast network of five resorts, convention halls, luxury theatres, and numerous dining and accommodation options. The company sought a solution to unify these disparate systems and enhance customer interactions across various channels.

The Solution

Implementing Pega CDH to streamline customer engagement.

To tackle the challenge of fragmented marketing, sales, and service processes, the resort and casino operator sought help from Credera to implement a Pega Customer Decision Hub (CDH) solution. We deployed Pega CDH 7.4, along with Pega Customer Service 7.4 and Pega Platform 7.4, to integrate and streamline their operations. Our solution provided real-time Next Best Action (NBA) recommendations across channels, automated critical marketing campaigns, enabled real-time tracking of customer responses, and enhanced outbound communication through SMS and WeChat.

The Results

Driving revenue growth and operational excellence.

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