Redeapp recently published a case study entitled “Rethinking Critical Operational Infrastructure in the Age of COVID-19” – focused on trends, challenges, and technology in the Casinos & Gaming industry. This post is an excerpt from the full document, focusing on real employee connection. Download the full case study here.
Employee engagement is defined (in this piece) as a straight line to employee retention. Engaged employees create a better customer experience, and this is never more true than at a casino. Your bartender, dealer, janitor, etc. all shape the culture of the casino, which shapes the customer experience and ultimately, your revenues.
The gaming industry is primed for the adoption of an operational infrastructure designed to connect through a personal mobile device. The profile of the typical casino worker – from table games to housekeeping to food and beverage – matches neatly with users of mobile-first, innovative technologies. They are digital natives.
In most enterprise technology implementations, results are typically tracked down to the minutiae. Scorecards and criteria for success are outlined and performance is measured. All answering the question, ‘does this software have a positive impact on my bottom line?’. However, many companies give workplace connectivity platforms a pass. Why? Because they are typically seen as soft impact drivers, unable to:
- Effectively connect a sufficient number of employees (60% is the baseline) to drive real change; or
- Nail down employee engagement to dollar amounts.
We all ‘know’ engaged employees are better performers and likely to stay longer – but we don’t typically have access to that data to back it up. Until now.
Hard Rock Sacramento opened in October of 2019 and from day one had connected to more than 1,200 of its employees through Redeapp. In an industry where turnover averages hover around 80%, connectivity, experience, and engagement are key. One measure of engagement is adoption, and the results are in. At Hard Rock Sacramento, 94% of all team members are connected via a secure app on their personal device, with a 94% read rate on approximately 842,000 messages. Expand the view to the industry level, and Redeapp boasts an 88% connection rate across all casinos using the platform, representing approximately 24,000 workers.
Redeapp’s clients have anecdotally identified a positive correlation between adoption rates of its technology and retention of staff. This leads to direct, measurable savings.
Retention is also commonly understood to directly correlate to employee engagement. Ergo, those in the gaming industry who use Redeapp enjoy increased employee engagement and all of the associated benefits. Just ask Seminole Gaming, who received recognition for excellence in employee engagement and innovation by deploying Redeapp in 2016.
By measuring leadership communication (referred to by Redeapp as ‘Champ’ scores), organizations are able to correlate a positive increase in employee satisfaction to superior communicators. In one study looking at one of its clients over a two year period, Redeapp compiled over 500,000 data points across 110 sites and 15,000 employees. The 110 sites were split between four client campuses. Campuses 1 and 2 were put into Group A, and Campuses 3 and 4 were put into Group B. According to an average Champ score rating of 6.2, Group A had superior communicators and Group B had substandard communicators.
The results of the study led to several key conclusions:
- The group with superior communicators (Group A) always had higher employee satisfaction than the group with substandard communicators (Group B).
- Employee satisfaction increased at a faster rate across Group A than Group B.
- When giving superior communicators access to Redeapp, it drives increased employee satisfaction.
Champ Score Comparison across 2 Groups over a 2-Year Period
Figure 7: Champ score comparison between Groups A and B
Employee Satisfaction across 2 Groups over a 2″Year Period
Figure 8: Employee satisfaction comparison between Groups A and B
As of September 2020, sixteen different casinos across multiple parent companies have employed the use of Redeapp. Seminole Gaming, Hard Rock, MGM, and Desert Diamond are reaping the rewards of investment in operational infrastructure that enables authentic connection to non-desk workers.
In Conclusion, Hard Rock Sacramento enjoys improved retention, greater business continuity, and agile infrastructure that has provided a lifeline for staffwho are desperate for information in a world where communication related to layoffs, furloughs, and new processes for those returning to work change on a daily basis.
Redeapp recently published a case study entitled “Rethinking Critical Operational Infrastructure in the Age of COVID-19” – focused on trends, challenges, and technology in the Casinos & Gaming industry. This post is an excerpt from the full document, focusing on real employee connection. Download the full case study here.
