The Scientific Games Systems Global Support Center in Asia gives Scientific Games a competitive edge when it comes to providing fast and efficient support to its Asian-based systems customers.
Scientific Games’ System support is designed to serve all operators in need of expert support. Because Scientific Games understands the importance of its systems keeping their customers’ businesses running at their best at all times, help is only a phone call away.
Scientific Games’ Systems Global Support Center in Asia operates 24 hours a day, 7 days a week, 365 days a year, providing high-level expertise at a moment’s notice.
The company’s Systems Global Customer Support Center in Asia is fully staffed for handling priority calls 24/7. Customers have access to Scientific Games’ Support Engineer specialists, Business Analysts tasked with understanding each customer’s unique needs, and Client Project Managers who visit their customers on a regular basis, thus providing a distinct proximity advantage for its Asian Systems customers. Scientific Games’ customer support representatives are available to fly anywhere in Asia’s biggest casino markets to visit a customer’s property.
“Aside from smart and targeted solutions, our GoBally Global Support is an important aspect that sets Scientific Games apart from other players in the industry,” explains Scientific Games’ Vice President and Managing Director for Asia, Ken Jolly.
“We have a proven process in place and dedicated teams who will answer to our customers’ Systems issues. When the sun sets here in Asia and your issues are not solved, we have our Support counterparts in the US who will continue working until a solution is in place.
“Communication barriers are not a problem either, because we speak our customers’ language – English, Chinese (Mandarin and Cantonese), Japanese and soon Korean too.
“We also aim to stay close to where our customers are, with local support representatives ready to fly anytime, anywhere in Asia to address issues raised.”
Scientific Games’ Asian service coverage is expansive, with 14 casino enterprises across 51 venues in Asia currently supported and around 22,000 slot machines and 5,300 tables connected to Scientific Games systems in the region.
“At Scientific Games, we aim to maintain integrity in everything we do – we take ownership and hold ourselves accountable,” Jolly says.
“We don’t just sell you the product; we make sure that our technology serves our customers’ needs and positively impacts revenues and returns. Every engineer is handpicked through a rigorous interview process and training to ensure a quality support experience to our customers.”
It is with this in mind that Scientific Games employs around 1,100 systems staff globally – by far the most of any casino systems supplier – allowing the support team to utilize its competitive advantage and assign tasks based on detailed priority response criteria.
“A Casino Management System (CMS) in a casino is an intricate computerized operating platform consisting of many modules that are essential to the day to day running of the casino in areas such as tables, slots, marketing, player loyalty, cashier and finance to name just a few of the critical modules,” Jolly continues.
“A company supplying these proprietary systems are essential to the support and profitability of the customers, and hence why Scientific Gaming has a multi-level support team locally and globally to ensure customer operation and satisfaction.”
Scientific Games can be contacted at its Macau office by calling +853 2872 2539 or via email at SystemSales.Asia@scientificgames.com.
