The Client: Harrah’s Entertainment (Now Caesar’s Entertainment) a leading casino entertainment company based in Las Vegas, Nevada, #277 on the Fortune 500 in 2011.
The Challenge: Harrah’s required a customer access portal for their “Total Rewards” program, a customer loyalty and rewards initiative that tracked customer actions across all of Harrah’s casino, hospitality, entertainment, shopping, and dining assets. Harrah’s wanted to give its customers access through the web (both desktop and mobile) to account and point balances, shopping opportunities, announcements regarding entertainment events, and vouchers, discounts, and promotions for dining and shopping.
The Solution: After a thorough analysis of the “Total Rewards” ecosystem and the long term ambitions of the program, CPI recommended and built a customer access portal that had systems integration at its core. CPI built out the new infrastructure, utilizing PHP, CSS, and Microsoft SQL Server.
The Results: The event to launch the re-vamped “Total Rewards” program was the most profitable, largest event in the 70 year history of the company. CPI’s efforts helped Harrah’s increase revenue by 19%, and profitability by a whopping 49% by streamlining legacy processes and giving “Total Rewards” customers easier access to spending and consumption functionality. Harrah’s also saw similar improvements in their metrics that measured customer satisfaction and operational efficiency over the prior year. Harrah’s continued to thrive as “Caesar’s Entertainment”.
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Categories: Industry - Hospitality, Services - Go-to Market Strategy
CPI provides innovation consulting, strategic analytics and application design. We collaborate with companies to help them become and remain high performance businesses.
Founded in 1994 in Irvine, CA, CPI has enjoyed 20 years of success, and continues to grow and refine its core offerings to best serve its clients and partners. CPI is proud to serve both local and regional SMB enterprises, as well as wholly-owned subsidiaries of Private Equity firms and the Fortune 500.
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