Case Study

Foxwoods Resort Casino

Foxwoods Resort Casino hits jackpot with cloud-based ITSM

The Challenge

Foxwoods Resort Casino is the largest resort casino in North America, offering a vast array of gaming in seven casino properties,
AAA Four-Diamond hotels, restaurants, world-renowned spas, award-winning golf, state-of-the-art theaters, exclusive retailers, and
free-to-play online casino games.

Delivering IT services to a resort and casino of this size is a monumental task. In addition to that, the Foxwoods’ IT team supports
the Mashantucket Pequot Tribal Nation, which owns the property.

The IT department was operating on an outdated, unsupported service management application. The system’s maintenance and
upgrades had been neglected for years, so when pieces broke, they often could not be fixed. To deliver on the resort’s customer
service goals, the IT leadership realized that the organization needed more than an upgrade. The team started looking for the right
ITSM solution as a replacement.

"It makes my life easier when we have an application that is supported, stays current, and I don’t have to worry about keeping it up to date. I can sleep at night not worrying about the Cherwell application running."

Dave Blodgett, Director of Computing
Services, Foxwoods Resort Casino

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The Solution

Foxwoods met with several ITSM vendors as part of its evaluation process. The decision came down to two factors: cost flexibility and the capabilities of the system.

In evaluating ServiceNow and others, the IT team was disappointed in the pricing model which required the deployment of a baseline product and extra cost for all additional modules. Flexibility is key to the Foxwoods IT organization, and they needed a solution like Cherwell that they could build on at any time without additional fees.

Foxwoods deployed Cherwell’s ITSM cloud solution. It currently supports the organization’s incident response and asset management, resulting in a decrease in unknown location of assets from 14 percent to less than 1 percent. It will soon also power change control processes and a service catalog.

Deploying Cherwell as a Software as a Service (SaaS) is helping ensure that Foxwoods doesn’t end up repeating the mistakes of its past. They are now on a fully supported model, with Cherwell hosting the infrastructure and keeping the application up to date and running.

Cherwell has helped Foxwoods achieve its number one goal: offer the best customer service in the industry. IT staff can now provide better customer service to their internal customers, who then in turn provide great customer service to resort guests.

The resort’s administrator points to adaptability as one of the biggest benefits of Cherwell ITSM. The ability to make changes as the need arises and roll out additional functionality over time is making the lives of the entire IT team easier.

That flexibility is also important to the Foxwoods’ IT team because it supports varied entities with different needs. In addition to the resort and casino, Foxwoods IT supports all of the government functions for the Mashantucket Pequot Tribal Nation. This ranges from fire and police departments to museums to healthcare facilities. The Cherwell solution has adapted well to meet all of these unique requirements.

Automation has become important to Foxwoods because when everything happens in the background, IT personnel are able to focus on providing better service. Automation through Cherwell is giving the resort’s IT team greater visibility into the IT service process and saving valuable time. Automation will continue to play a large part in the Foxwoods’ ITSM strategy moving forward, and the IT team knows it has a partner that can support that in Cherwell.

"I think Cherwell is definitely a good tool for any casino or any business because of the adaptability.
It can fit small business needs, but it can also fit much larger enterprise needs as well." - Ben Lapolla, Program Analyst, Foxwoods Resort Casino

Business Impact

  • Improved guest experience

  • ITSM solution that supports today’s needs and those in the future

  • No fees for additional modules, resulting in cost savings

  • Cloud-based solution eliminates maintenance and upgrade hassle

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