One platform for every incident, asset, and signal.
Convene rebuilt PlayCity's casino and sports-betting operations on ServiceNow: automated routing, guaranteed SLAs, and real-time visibility, end to end.
PlayCity, a leading casino and sports-betting operator, needed to centralize incident management across its Casino and Betting lines. Convene unified support, automated routing with guaranteed SLAs, and delivered end-to-end control of the asset lifecycle, on one platform, with real-time dashboards.
Casino & Sports Betting
L1 – L3
guaranteed
guaranteed
Disconnected operations, no single source of truth.
Before the build, PlayCity needed to centralize and control incidents across both Casino and Sports-Betting operations. Four issues stood out.
No visibility or control
No tools to track the real state of assets and inventories, or the reports customers submitted.
Disconnected processes
The Call Center and Inventory units ran without automated connections to other services, capping operational efficiency.
Integrity risks
Without effective configuration management, project integrity and accurate status reporting were at risk, inviting rework and rising costs.
Limited customer communication
Customers had no direct, real-time channel to report problems or check on PlayCity processes.
Automated services and self-service, aligned to ITIL.
The build automated services through workflows and put self-service tools in customers' hands, all on ITIL best practices.
One front door for every customer.
- Service portal & live chat. Customers submit incidents and browse a knowledge base with no account required. Live chat connects agents and customers in real time, auto-creating tickets from the conversation.
- Notification management. Dynamic templates and automated alerts keep customers informed on status changes, comments, and resolution.
The right ticket, the right team, on time.
- Automated incident routing. Categorization tiers (L1–L3) route tickets to the right resolver groups: Systems, Kambi, Validation, and Administration.
- SLA management. Mandatory SLAs guarantee resolution times, 24h for Systems, 72h for Kambi, for consistent quality.
- User integration. An API-based integration bulk-loads PlayCity users into ServiceNow, simplifying access and role administration.
Every machine and part, accounted for.
- Asset lifecycle management. Track machines, owned or rented, from “Pre-registration” through “Active” or “Out of Service.”
- Spare parts management. Manage shipment, receipt, and return of spare parts, enabling preventive stock control.
From disconnected floors to real-time control.One platform. Guaranteed SLAs. Every incident, asset, and signal, observable, end to end.
Planned, structured, and measurable.
The implementation transformed how PlayCity operates day to day, starting with the visibility it never had.
Full transparency
Real-time dashboards give live visibility into KPIs: critical incident volume, active chats, and agent performance.
Information security
Data and databases are safeguarded through Edge Encryption, protection built into the platform.
Cost savings & quality
Structured management eliminated rework, increased IT-asset value, and delivered projects on time and on budget.
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