Centralized Servicing Model

Consistent Customer Experience

Incorporated within the company’s growth strategy was the need to enhance the hospitality and gaming customer experience. With properties across the United States, customer service practices and technical platforms varied by location, contributing to an inconsistent and often undesirable level of customer service.

Pinnacle Entertainment turned to The Customer Group (TCG) to design and implement a centralized servicing model. This new approach to customer service re-directed all inbound multi-channel customer inquiries to a new, state-of-the-art facility in Las Vegas. TCG designed processes, infrastructure and integrated the technical solution to meet the needs of company customers and front-line employees.

State-of-the-Art Contact Center

The Pinnacle project spanned multiple projects working in parallel to meet a go live objective for the centralized contact center in Las Vegas. Project work included:

Contact Center Design & Build
Requirement Gathering
Process Workflows
Customer Experience Design
Staffing
Technology
Training
Quality Monitoring

Bringing an Outstanding Customer Experience to Life

Since 1938 Pinnacle Entertainment has been exceeding customer expectations and creating memorable and unique retreat and recreational destinations. In keeping with this focus, it is no surprise that the company was eager to centralize its customer service in a new state-of-the-art contact center in order to once again exceed customer expectations!

Client: Pinnacle Entertainment
Industry: Gaming and Hospitality
Geography: Global
Components: Use cases, technology, multi-channel, contact center design & build, process workflows, usability study, user interface, screen flow, requirements, interviews, surveys, personas & scenarios