Case Study: MGM doubles IT service desk productivity and cuts wait times with ServiceNow

MGM doubles productivity and transforms IT service desk with ServiceNow

MGM MACAU, a leading integrated resort operator in Macau with over 10,000 employees, depends on IT for guest services, operations, and security. Its IT service desk was overwhelmed by high phone volumes, difficulty hiring and retaining staff, high call-abandon rates, poor prioritization, and low first-call resolution—creating delays that directly affected guest experience and revenue.

MGM moved to ServiceNow Connect Support chat and added ServiceNow Virtual Agent, enabling agents to handle multiple interactions and housekeepers to report room issues via simple menu and room-number entry. Within two months chat doubled agent productivity, Virtual Agent deflected 16% of incidents and delivers responses in about five seconds, and the company plans to grow Virtual Agent usage to handle 50% of incidents through broader mobile adoption.

MGM

Alex Ding

Director of IT Technology