Greater responsiveness and an immersive experience for the gaming industry
Increasing efficiency, improving service responsiveness and delivering a more traceable customer experience
Together with DGS, an international gaming company built a responsive and traceable field service model.
Impact: greater efficiency, service quality and responsiveness
DGS delivered concrete, measurable impact across the organization, improving operational efficiency and the quality of service delivery.
Process automation
Field technicians receive scheduled activities, access information on installed assets and record interventions in real time.
Simplified experience for venue managers and maintenance teams
Venue managers can submit requests through a simple, guided process and monitor their status in real time.
Operational efficiency and shorter intervention times
Faster request handling and a significant reduction in resolution times.
Greater control, traceability and scalability
Advanced reporting and analytics, together with SharePoint and Genesys integrations, support continuous service evolution.
Challenge: centralizing processes and managing the VLT/AWP lifecycle
A gaming company belonging to an international group was operating in an environment characterized by highly heterogeneous and fragmented systems. IT requests, customer reports and field activities were managed through disconnected tools — including email, telephone calls and Excel spreadsheets — resulting in distributed data and processes that were often not standardized.
In this context, the customer needed to:
- centralize processes and data within a single shared platform;
- structure the management of requests from both employees and customers;
- optimize the operational lifecycle of VLT and AWP equipment, ensuring service continuity from the initial report through the on-site technical intervention.
The objective was to move toward an integrated digital model capable of improving operational efficiency and delivering a faster, more traceable and higher-quality service.
Uno screenshot dal portale
Solution: a single platform for monitoring and customer service
DGS supported the customer through a digital transformation journey, designing and implementing a ServiceNow-based platform capable of integrating processes, people and technologies within a single ecosystem.
The solution was subsequently enhanced through integrations with corporate systems and additional modules, including marketing automation and CRM solutions, creating a scalable infrastructure designed to support innovation.
The integration of chat capabilities within portals and mobile apps, together with centralized telephone and WhatsApp channels, enabled customer service operators to manage requests submitted through different tools within a more structured and traceable environment.
Gestione integrata dei servizi IT (ITSM)
Self-service portals and structured workflows for internal request management, process standardization and greater operational control.
Omnichannel Customer Service Management — CSM
Centralized management of requests from different business units, with structured case handling and full traceability of customer interactions.
Digital field operations — FSM
An integrated experience connecting venue managers, customer service teams and technicians, from portal-based reporting to intervention management through a dedicated mobile app.
One platform, multi-site experience
Una piattaforma semplice per presentare la poliedricità dell’offertare la poliedricità dell’offerta
Ux features
Vasta gamma di funzionalità volte a soddisfare le esigenze specifiche dei numerosi clienti
0 downtime
Stabilità della piattaforma
Unique digital experience
Integrazione con CRM e portale core per la gestione delle bollette
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