State of Play : State of Play - Issue 3
STATE OF PLAY | ISSUE THREE people to come in and play Keno as one of the options," says Maffei. "From one day to the next, we went from an old projector screen to the video wall." The most noticeable change, he says, is how patrons can now roam the venue and engage in other activities while playing Keno. "We've noticed a definite increase in the number of people playing. Customers love the multiple screens that are a lot brighter, and the numbers are easier to see. They can follow the games from anywhere in the room." Another venue to reap the benefits of its Keno experience is The Entrance Leagues Club on the New South Wales Central Coast. This progressive regional club has seen Keno turnover increase by around nine percent since it installed the new technology, including a video wall in a prominent location, three blades and IVM capability. Club Operations Manager Edward Schubach reveals that before upgrading in July 2017, Keno turnover was down 10 to 15 percent, making the total increase 19 to 24 percent -- a similar case to that of Laurieton. "Our older customers seem to really like the video wall. They can see it from other parts of the club," says Schubach. "The blades are definitely popular too. Two of them are within the view of the video wall, so patrons can move around and still stay close to the action. " CUSTOMER SERVICE IS STILL KEY Schubach emphasises that a hardware upgrade isn't the only contributor to his venue's sales upturn. "Simple things like having table toppers and keeping our point of sales materials up-to-date are key. It is also beneficial to have staff on hand at the self-service terminals to help customers," he adds. Dwyer agrees, sharing that Laurieton has also zoomed in on customer service, underpinned by staff training. "The new technology has enhanced the experience for our patrons, but the big thing is not to lose sight of the basics at the same time," he says. "We believe our growth is on the back of great customer service -- from the front door all the way to the Keno terminals. Staff engagement is important in bringing the game to our customers' level of understanding. If they're educated and trained about the products, they can then assist the customers effectively." From a Keno standpoint, Butcher explains the changes at Laurieton did not involve renovations or structural alterations. "Flexibility and providing options is what we're all about. We can work with whatever your club has. We scope and suggest a layout including possible locations for hardware, draft up design plans, conduct a technical audit to ensure it will work and then project manage the installation. "It's entirely up to your club as to how you install the technology -- you can use our suppliers or your own. " AN ALL-ROUND SERVICE David Dicker, Keno's Queensland and Victorian State Sales Manager, says that the Keno experience doesn't end with hardware installation. "We educate operators and customers on how to maximise all hardware, and how they can be rewarded for their performance. This includes trade promotions, staff training and development opportunities. The other benefit to a Keno upgrade is Keno's Concierge service," Dicker says. "With Concierge, Keno representatives visit venues and, using giveaways and games, show staff and patrons how to easy it is to use game technologies, plus fun ways to play." Maffei adds that the complimentary service has been highly beneficial to Olympic Hotel's patrons. "Through Concierge, we've been able to show a lot more people how to play. They've had a chance to see how it works, and to learn new ways to play the game," he says. Contact your Keno Sales Executive to find out more about Keno's new retail experience.
State of Play - Issue 2 NSW
State of Play - Issue 4