Resorts World Genting Case Study

Resorts World Genting

Solving big customer problems for the biggest casino in the world

Case Study

Challenge

Resorts World Genting is the largest resort casino in the world. It has over 7000 rooms, 3 casinos, and an amusement park sitting on top of a mountain in Malaysia. With nearly 100% unaided recall, the issue was not about “getting their name out,” it was getting people to consider them more often.

Solution

An intelligent, digital ecosystem. Driven by data, and designed to deliver growth with a personalized customer experience at every touchpoint. GALE built an entirely new approach to CRM and loyalty along with an efficient website and app based on the same, scalable design system.

RESULTS

40^%

INCREASE IN HOTEL BOOKING

300^%

Increase in customer engagement

214

Days TAKEN to DEPLOY OFFERS`

Various membership cards with different tiers and cardholder's pictures arranged diagonally.

MOBILE APP

A series of personalized alerts show relevant offers and exclusive events based on what they have enjoyed in the past. The alerts were also geo-specific so guests could get offers based on where they were on the resort property.

Website

The site features a reactive booking bar that automatically updates based on how people navigate through the site. It’s designed to consistently reduce friction and create a more efficient booking experience.

A smartphone, tablet, and laptop showcasing a variety of Resort World Genting's advertisements.

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