Case Study: World’s Largest Casino Operator boosts operational efficiency and cuts operating costs by 25% with HCL

HCL’s Global Service Center Enhances A Casino’s Operational Efficiency

The operator of the world’s largest casino, with more than $14 billion in revenue and operations in the U.S., Singapore and Macau, needed an IT partner to establish a global shared service center to boost casino-floor operational efficiency. HCL was engaged to provide a Global Service Center and a suite of casino application and mobility solutions to modernize casino management, player and loyalty systems, and floor operations.

HCL implemented a Casino Application Portfolio Transformation (CRM, casino and player management, lodging, comp tracking, e‑affidavit, COTS integration) plus innovative solutions such as a self-service marketing kiosk and mobile player signup and game-speed surveys. HCL’s work delivered measurable benefits: improved efficiency by 1,200 hours/year, a 10% reduction in regulatory penalties, a 1% annual increase in player registrations, and at least a 25% reduction in operating costs over the term.