SUCCESS STORY The Venetian Macau
Venetian Macau is an entertainment complex comprising hotels, resorts, and casinos in Macau, China, owned by the Las Vegas Sands Corporation, dubbed as the "entertainment capital" of Asia with the world's largest casino. Venetian Macau, with 3,000 suite rooms, has welcomed over one million guests annually for over a decade since its establishment.
The Impact of Big Data on Mega Resorts and Casinos
The world is rapidly changing with the development of technology. The disruptive impact of the Fourth Industrial Revolution is reshaping the global economy, posing both opportunities and challenges for most industries. The high-end service industry of Mega Resorts and Casinos is no exception. In fact, statistics show that by 2020, there were over 50 billion connected devices (according to Cisco), and the Video Game Gambling industry led with annual revenue of over $30 billion, with major Poker companies witnessing significant revenue growth with online gambling services. Customers' demands are increasing, and providers who can create optimized customer journeys will be the winners in the technology race.
The 3 objectives in this digital transformation journey are:
TECHNOLOGY – BUSINESS STRATEGY – SERVICE CULTURE
Investors focus on 5 main pillars:
Value creation focus
Increasing customer engagement
Data analytics, machine learning, and artificial intelligence
Technological innovation
Authenticity, scalability, security, and reliability
Challenges Ahead
Operating a business like Venetian is extremely complex, covering gaming, hotels, and entertainment. This complexity is exacerbated by outdated technology platforms primarily relying on point-to-point integrations across various systems, such as room booking, restaurant reservations, gaming, loyalty programs, and complex sales channels—all aiming to provide a positive customer experience but making it increasingly challenging to deliver the personalized experience that customers expect and to innovate and adapt in a rapidly changing business environment. Outdated software systems with point-to-point integrations make it increasingly difficult for service providers to personalize the customer experience and innovate, adapt in a rapidly changing business environment. Venetian Macau needs an integrated data system in a multi-cloud environment shared across the entire system.
Solution from eNAO
Implementing, designing a framework, and upgrading 10 services of the Integration Hub from version 5.x to 6.x for Venetian Macau
Developing additional sales, cross-sales services, and updating existing features of the Rule Engine software
Designing and implementing development for the Digital Marketing project
Developing additional add-on features to TIBCO's Spotfire product to export Excel files in analytical reports
Conducting maintenance, troubleshooting when Integration Hub errors occur
Results
Optimizing service personalization, increasing customer satisfaction
The customer interaction model of Venetian Macau allows staff to deliver world-class experiences across all digital and physical channels.
With all systems sharing data, they create a unified, comprehensive customer profile for personalization and tailored recommendations.
Technology delivers a fully connected customer experience, providing real-time promotions, faster check-in/out, personalized gaming experiences, leaderboards, and customized betting.
Applying data to business strategy
Allowing Venetian Macau's systems to be exchanged in API form enables rapid business operations, testing new business ideas, and changing ineffective solutions.
Conclusion
Venetian Macau is one of TIBCO's major customers in the integrated hotel and entertainment service industry. eNAO has been trusted by TIBCO and Venetian Macau in the digital transformation journey, accumulating valuable experience through successfully implemented projects.
