It’s easy to make a plethora of recommendations for gaming room infrastructure without considering its relevance or value to each gaming floor. We’re taking a different approach by categorising must-have features and optimisation tips by venue size, and providing solutions to the most common problems.
Most venues that fall into this category have a low customer retention rate and equally low customer satisfaction leaving players with much to be desired. Luckily, there are some simple tools your small venue can implement to improve the overall customer experience.
Just like seating in the bistro or well placed toilets, ensuring your essential infrastructure has been made as accessible as possible ensures a smooth experience for customers. Simply installing ATMs at the most convenient locations, such as within the entrance of the venue, creates an ease of access for players and improves their experience.
Most money matters are private affairs, from salary, to mortgage, to spending. By providing players with some privacy – whether that be spacing or screening between machines – you can ensure they can relax and enjoy their time at your venue.
Managing an entire gaming floor manually is costly and inefficient, and also leads to increased customer waiting times and wasted venue resources. You can automate these processes with customer-to-staff paging tech like the Pokie Direct system. By implementing a customer-to-staff paging system with a push-to-call feature, you can enable real-time communication between patrons and gaming staff to improve customer service levels and minimise machine downtime. In turn, this takes the customer experience to the next level, and allows the venue to build momentum to retain customers.
Managing an entire gaming floor manually is costly and inefficient, and also leads to increased customer waiting times and wasted venue resources. You can automate these processes with customer-to-staff paging tech like the Pokie Direct system. By implementing a customer-to-staff paging system with a push-to-call feature, you can enable real-time communication between patrons and gaming staff to improve customer service levels and minimise machine downtime. In turn, this takes the customer experience to the next level, and allows the venue to build momentum to retain customers.
At this stage in a venue’s lifecycle, the gaming floor has likely implemented some automation tech and software to keep the most basic of operations running smoothly. This is the period where building upon existing client retention strategies is paramount, with a majority of venues at this size struggling to implement the most efficient tools.
A loyalty program is an absolute must-have, not just for the gaming floor, but for use across the entire venue. By leveraging the customer retention momentum built with your chosen patron communication tech, implementing a loyalty program will ensure that momentum continues to compound.
Any gaming floor that wants to achieve quality positioning should provide complimentary refreshments in the form of a station or via a push-to-call system. The standard offerings include light snacks such as popcorn and biscuits, and tea and coffee – although more indulgent offerings are perceived as higher quality, so consider your patronage when making your refreshment choices.
The ideal time to upgrade your patron communication system is when implementing your loyalty program for full integration. Updating your venue with industry-designed integrating tech like the Power Page Plus system allows gaming room staff to have premier control over the customer experience. When deciding on the right system for your venue, choose a tech provider that includes full training and support as well as a system that offers full alpha-numeric messaging for a streamlined experience.
Venues of this size and lifestage should already have essential infrastructure, loyalty programs, and communication systems already in place. While there will also be a solid customer retention strategy being utilised, the most common question is “where to next”? This final stage in a venue’s life cycle is the time to completely optimise and automate the entirety of the gaming floor experience for both patrons and staff alike.
Brand awareness, recognition, and loyalty is of the utmost importance in competitive industries, and your venue’s visual design provides a myriad of options to implement this correctly. From the choice of carpet to the colours of the walls, your branding design should be instantly recognisable and set the tone for patrons about the sort of experience they can expect from your venue.
Utilise your gaming room floor plan by being aware of the entirety of the space. There are some key aspects of design that should always be optimised for customer experience:
The final essential feature – ideally for all levels of venues – is a fully integrated software system that schedules gaming room tasks, manages patron communications, tracks venue performance, and measures customer satisfaction. BTG’s Connect Gaming PRO software measures and benchmarks the customer experience, identifies the best performing staff, manages demand and improves rostering, and features complete loyalty program integration. The ultimate fully-integrated gaming room software should provide real time reporting, VIP paging, tiered loyalty, and endless escalations and notifications to provide customers with a truly luxurious and premium experience.