Complex Guest Operations & Compliance
Two casino operators brought compliance, security and maintenance onto one record, cutting response on a security flag from 45 minutes to 5.
- Industry
- Casinos and Resorts
- Casinos profiled
- 2
- Before TrackVia
- Five disconnected systems
- ~89%Faster from flag to intervention, from up to 45 minutes to about five
- 1Connected TrackVia instance in place of five disconnected systems
Casinos run two operations at once. One is entertainment: keeping guests happy, taken care of, and coming back. The other is compliance. In the United States, that means Bank Secrecy Act and Title 31 anti money laundering requirements, state gaming regulations, and responsible gaming standards that exist to protect people from harm. Most casinos manage both with a patchwork of systems, a security platform here, a compliance spreadsheet there, a loyalty database somewhere else, and none of them talk to each other.
That patchwork works fine while a casino is small. It becomes a real risk as the operation grows. A patron who needs a check-in because they’ve been at a table for hours, a large cash withdrawal from the cage, and something a housekeeper found in a guest room might all describe the same person. If that information lives in five different systems, no one sees the whole picture. In gaming, missing the whole picture isn’t just a service problem. It’s a regulatory and safety one.
Five systems, one patron, and nobody seeing the whole picture
Casinos run two operations at once. One is entertainment: keeping guests happy, taken care of, and coming back. The other is compliance. In the United States, that means Bank Secrecy Act and Title 31 anti money laundering requirements, state gaming regulations, and responsible gaming standards that exist to protect people from harm. Most casinos manage both with a patchwork of systems, a security platform here, a compliance spreadsheet there, a loyalty database somewhere else, and none of them talk to each other.
That patchwork works fine while a casino is small. It becomes a real risk as the operation grows. A patron who needs a check-in because they’ve been at a table for hours, a large cash withdrawal from the cage, and something a housekeeper found in a guest room might all describe the same person. If that information lives in five different systems, no one sees the whole picture. In gaming, missing the whole picture isn’t just a service problem. It’s a regulatory and safety one.
Connect what the casino already runs, around the patron
Two casinos are getting started with TrackVia, each building around a different need.
Link five systems around the patron
The first casino started by bringing its five disconnected systems into one connected TrackVia instance, linked around the patron rather than around each department. Staff can now click on a single patron and see their full history in one place: any past incidents, unusual cash activity, and whether they’ve already needed a conversation about their play.
Put TrackVia between detection and response
The second casino connected its process the same way, but built around speed. TrackVia became the hub that sits between detection and response. When a system flags something, whether it’s facial recognition identifying a banned patron or another source raising a concern, the alert now routes immediately to a mobile device in the hands of someone on the floor.
One current view, and concerns handled while they are still small
- ~89%Faster from flag to intervention, from up to 45 minutes to about five
- 1Connected TrackVia instance in place of five disconnected systems
A report from one place
For the first casino, a report that once required checking with five different people now comes from one place.
Visibility leadership never had
Leadership has a level of visibility into daily operations, and into individual patrons, that the casino had never had before.
Easier to show regulators
It is easier to show regulators the casino is actually watching for the activity it’s required to watch for.
Faster response on the floor
What used to take up to 45 minutes from flag to intervention now takes about five.
Small concerns stay small
A concern that used to have almost an hour to turn into a bigger problem now gets addressed while it’s still small.
What other gaming operators can take from it
Connect, don’t replace
Both casinos point to the same underlying shift. Connecting the systems that already exist, instead of replacing them, turns scattered alerts into a single, current view the right person can act on immediately.
Keep improving
New regulations, new risks, and new ways to improve the guest experience will keep showing up. TrackVia combines a proven starting point for casino compliance and operations with the adaptability to add the next workflow as new needs come up.
Automate the due diligence next
Some casinos are also exploring how TrackVia could help automate more of the due diligence work compliance teams do today by hand, pulling public information into a patron’s record automatically instead of researching it one person at a time.
After vetting out several other solutions, TrackVia quickly seemed like a perfect solution for us… Our needs change almost weekly as regulations and the industry evolve, and we needed the flexibility to constantly tweak our platform in real time.
Projects that used to sit delayed for weeks now finish in days or even hours.
With Excel, we couldn’t see what employees were doing. With TrackVia it’s easy to track work and view what exactly has been completed. This resulted in an 80% time savings.
I wound up being able to do the same amount of work with only eight people versus 13 and that became the driving factor for them to accept TrackVia.
We are very pleased with the ease of use of the mobile application. We are thrilled to have instant visibility of the sterilization process and to be able to see immediately where issues are occurring. This enables us to focus on our number one priority, which is our patients and their loved ones.
TrackVia has truly changed the game on software development and deployment. We created and rolled out a mobile workflow app with limited resources in a very short period of time.
Their solution provided the flexibility we needed to meet unique project requirements while affording visibility and control.
TrackVia has improved the accuracy of our data. In the past it was a chore for our coordinators to document issues in real time. Now, they can just open the mobile app or website, check a few boxes and they are done.
The first application I built—it was simple—I think it took 10 minutes.
Become a success story
Increased productivity
Do more work with the same people.
Reduced cost
Less manual work, rework, duplicate entry, and administrative overhead.
Reduced risk
Better compliance, evidence, accountability, and auditability.
Improved performance
Faster cycle times, fewer delays, earlier intervention, and higher service levels.
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