Case Study: MGM achieves improved productivity and customer support efficiency with Bloomfire

MGM Enhances Efficiency with Bloomfire’s Enterprise Search Capabilities

MGM Resorts International, a global hospitality and entertainment leader, needed a better way for call center agents and supervisors to find information across 12 properties. Its previous SharePoint site lacked strong search capabilities, slowing responses and adding pressure on staff. MGM turned to Bloomfire’s enterprise search capabilities to improve access to information across reservations, VIP services, and member services.

Bloomfire centralized MGM’s knowledge into one searchable platform with intuitive navigation, allowing agents to find answers quickly without putting customers on hold. As a result, MGM streamlined call handling, improved agent availability, and reduced reliance on supervisors and peers for information. The impact was measurable: MGM reported $481,082 in improved productivity across more than 800 customer support agents.

MGM

Barry Keane

Operations Manager