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Car Service for Casino High Rollers – A Case Study

high rollers

Today’s case study is one in a series of papers prepared by Kevin Smith Transportation Group.  This weekly series will focus on real-world issues our clients bring to us, how our Project Teams work with those same clients to understand their opportunities and how together we develop and implement a transportation solution. 

Do you have gamblers you need to pick-up from New York, Connecticut, Virginia or other out of state markets?  Call Kevin Smith Transportation Group today at 610-314-7034 and let one of our Private Concierges arrange Executive Car services for your most valued clients.  KSTG is licensed by the Pennsylvania Gaming Control Board for Transportation Services.        

Thesis

A Pennsylvania based casino approached us looking for support in moving High Rollers from their homes to their casino.  They brought gamblers in from 7 different states in the area.

Their current provider was coming up short in a number of categories, including billing, service and reliability.  Their prior Relationship Manager had left and they had seen a steady decline of the last 12 months.

The theory was if they could identify a partner who could be highly responsive, provide a fleet of vehicles focused around luxury and provided a strong back of house system, they could improve the overall experience of their existing High Rollers and begin to increase their reach into other markets. 

Key Challenge

 Could we incorporate a better solution that delivered on luxury, responsiveness and billing?  This would mean ensuring we could deliver all bookings in our luxury suite of vehicles.

From a responsiveness concern, their clients don’t work just 9 to 5.  We needed 24/7 availability with response times less than 2 hours in many cases.

From a billing perspective, they need to see detailed invoices that align with the GPS of the bookings.  Plus, they needed a solution that could scale as they see their volume potentially double in the next 18 months.       

Alternatives

There were no legitimate alternatives.  Correct their current processes or continue to accept mediocrity and likely impact their ability to scale their client base.      

Proposed Solution

We approached it carefully.  First, we needed to develop a drip escalation system that could manage all booking requests regardless of the time or day.  This required some enhanced functioning to our Enterprise Phone System to route calls after-hours to the right personnel.

Delivering on the luxury component of the requirements was the easiest deliverable.  Kevin Smith Transportation Group is Pennsylvania’s #1 rated luxury brand so ensuring the full compliment of luxury sedans and SUV’s were available was never an issue.

Administratively, KSTG has a customized software platform that allows for direct billing utilizing our in-house GPS software.  In essence, rates guaranteed were easily translated into billing that was transparent to the client.  Real-time billing was accurate and on-time. 

Lessons Learned

Demanding clients can often make the most successful clients.  This client needed a high-end solution that met every expectation they had.  Delivering a quality service was only the beginning.

For KSTG, we took this as a chance to benchmark a superior solution that we could scale to future clients, allowing us to partner with 2 additional casinos since this program kicked off.  Future growth by doing it right was the perfect lesson to learn.     

Do you have gamblers you need to pick-up from New York, Connecticut, Virginia or other out of state markets?  Call Kevin Smith Transportation Group today at 610-314-7034 and let one of our Private Concierges arrange Executive Car services for your most valued clients.  KSTG is licensed by the Pennsylvania Gaming Control Board for Transportation Services.

Thank you for reading today’s Case Study on Car Service for Casino High Rollers.  Hopefully, you found this information insightful and you will be able to apply some of these solutions to your specific transportation challenges.  For more case studies on the ground transportation industry, visit www.kevinsmithgroup.com/blogs.