Rank Group (Grosvenor Casino)

As part of its commitment to providing an exceptional experience for its loyal customer base, Rank Group (Grosvenor Casino) sought a self-service solution that would make it easier for its regular and executive loyalty members to access the benefits, rewards and promotions available to them.

The objective was simple: create a seamless, premium self-service experience that reflected the high-quality Grosvenor Casino environment, while giving customers instant access to their loyalty information before entering the casino.

Grosvenor Casino’s loyalty and executive members are entitled to a wide range of benefits, including:

• Exclusive promotions and rewards
• Complimentary drinks and hospitality offers
• Access to designated areas within the casino
• Personalised loyalty benefits

The existing process made it difficult for customers to quickly view and access these benefits. Grosvenor Casino wanted a solution that would:

• Improve the overall customer experience for its most valuable customers
• Provide immediate access to loyalty rewards and promotional offers
• Reduce friction when checking entitlements
• Complement the premium aesthetic of the casino environment
• Be consistent across locations nationwide

In addition, the kiosk design needed to be sympathetic to the existing casino interiors and look like a natural extension of the venue rather than a standard off-the-shelf system.

The Solution

BOXTEC worked closely with Grosvenor Casino throughout the design and development process to create a bespoke self-service kiosk solution tailored to the casino environment.

The project involved significant collaboration to ensure the final solution met both operational and aesthetic requirements. While the design phase took time to perfect, the result was a solution that was easy to manufacture and deploy at scale once approved.

The selected platform was the BOXTEC Core 322 22-inch Panel PC tailored into a self-service kiosk format, designed to provide an intuitive and engaging customer experience.

Key Features

• 22″ interactive touchscreen display
• Integrated barcode and QR code scanner for app based customer identification
• Side mounted magnetic card reader for loyalty card access
• Fast access to rewards, promotions and benefits
• Premium design tailored to the casino environment
• Consistent user experience across multiple locations

Customers can simply scan their mobile app or swipe their loyalty card to instantly view available rewards, offers and membership benefits.

Implementation

The solution was rolled out across Grosvenor Casino locations throughout the UK, enabling a consistent loyalty experience regardless of venue.

The self-service solution transformed how Grosvenor Casino’s most valuable customers interact with their loyalty programme.

By providing convenient, self-service access to rewards and benefits, the kiosks helped deliver:

• An enhanced customer experience for executive and loyalty members
• Faster access to promotions and rewards
• Improved engagement with the loyalty programme
• A premium self-service experience aligned with the casino brand
• A consistent loyalty experience across all casino locations

As a result, customers can access their loyalty information whenever they need it, creating a more convenient and engaging experience from the moment they arrive.