Case Study: The Star Entertainment Group achieves 10x faster VIP service and 57% VIP revenue growth with Software AG webMethods

The Star Entertainment Group - Customer Case Study

The Star Entertainment Group, one of Australia’s largest casino operators with four properties, $1.6 billion in annual revenue, 2 million registered customers and 8,000 employees, faced a critical operational challenge: a manual, paper-based chip purchase voucher (CPV) process that pulled VIPs off the gaming floor for up to 20 minutes, required triplicate paperwork and multiple approvals, and limited staff’s ability to deliver proactive, mobile-enabled service to high-value customers who drive the majority of revenue.

Using Software AG’s webMethods platform the company built a mobile, paperless CPV workflow accessed via iPad (with PIN entry and digital signature), integrated with core casino systems. The new process cuts transaction time to under two minutes (10x faster), is the first fully digital funds-to-chip solution worldwide, boosted VIP revenue by almost 57%, and freed staff to deliver more personalized service—results quickly extended to public gaming areas via additional mobile apps.

The Star Entertainment Group