The Challenge

Transforming resort operations and customer engagement.

To address the challenges of modernizing its services, the resort partnered with Credera to implement a comprehensive transformation journey. Credera focused on delivering CRM and CDH services through experienced Pega-certified experts, leveraging Pega CDH to enhance customer engagement and operational efficiency.

The Solution

Driving lasting transformation with Pega microjourneys.

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.

The Results

Driving 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.