Case Study: Fantasy Springs Resort & Casino achieves streamlined guest communication and improved guest satisfaction with Podium

Fantasy Springs Resort & Casino Doubles Down on Customer Service

Fantasy Springs Resort & Casino, a 250-room luxury resort and casino in the Palm Springs area, was struggling with fragmented guest communications across phone, email, social and review platforms as guests shifted to texting and online channels. To streamline outreach and meet guest preferences, the property engaged Podium and implemented Podium’s Webchat and Reviews tools to aggregate channels and enable faster, more convenient guest interactions.

Podium trained representatives across departments, consolidated messaging into a single dashboard, and deployed Webchat and Reviews; within six months Podium’s solution reduced the need to log into multiple platforms, delivered quicker response times and improved transparency for staff. The result was more efficient inquiry handling, stronger online reputation management and higher guest satisfaction driven by Podium’s platform.

Fantasy Springs Resort Casino

Mandi Witkower

Director of Advertising