Customer Service and Data Warehouse

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Liu, An Chi (Allison) #20, Truong, Dominic #31
Tseng, Chun Yao (Gary) #33, Wang, Wei (Chloe) #35
Wang, Zhuoqun (Mask) #36, Zhang, Tao (Kevin) #48

Professor Kim
MGT 205
Assignment #5: IT’s About Business 3.2

1. Why was it necessary for the Isle of Capri Casinos to develop a data warehouse?

The Isle of Capri Casinos experienced challenges in the geographical location of their properties as well as their diverse clientele. This made it very difficult for the publicly traded gaming company to segment customers and to establishing an inclusive brand image. With that, the company caters to a variety of customers in Mississippi, Louisiana, Missouri, Iowa, Colorado, and Florida. They found the past Customer Relationship Management (CRM) model to have generalized their customer view, thus initiating a need for a ‘single view of the business and the customer’. This new database warehouse method would enhance their competitive strategy by encouraging continuous guest relationships and surpassing guests’ needs and expectations in terms of atmosphere.

2. Describe the variety of benefits that the Isle realized from its data warehouse.

There are many benefits for Isle in the development of their new data warehouse. Firstly, the system quickly and conveniently allowed the company to establish segmentation within the market. The system identified segments centered on the number of visits, which ultimately determined the level of offers and values. Eg. Company researchers determined that players who visit four times a month required an alternative incentive package that those who visited once a month. The company was also able to interpret the data generated by the warehouse to develop information for market experiments. The series of segmentations allowed for cross tabulation within customers— Who stayed at least two or three times? Who gamed and who didn’t? How much did staying in a hotel affect customer’s gaming activity? The determination of these...
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