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24/7 managed service keeps highest customer satisfaction at the resort [4:47]

Movie script

Introduction
In January 2010, Resorts World Sentosa started operations in Singapore.

Built with over 4 billion US dollars investment and spanning 49 hectares of land, its key attractions and facilities include the region's first Universal Studios theme park, the world's largest oceanarium, a maritime museum, a casino, and six uniquely themed hotels along with a wide array of entertainment and dining offerings.

Resorts World Sentosa is one of the top tourist spots in Asia.

However, success does not come easy - especially at the beginning.

CHALLENGES
[Interview: Mr. Yap Chee Yuen, Senior Vice-President, Innovation & Technology and Operation Services, Resorts World Sentosa]

"Resort World Sentosa is Singapore's first integrated resort, is a new concept and pioneering for the region.

Our main aim is to allow our customers to have a great experience at the resort.

So, the key challenges are the need to provide a continuous operation of 24 by 7 throughout the year.

and also the business requirements for social safeguards."

SOLUTIONS
[Interview: Mr. Yap Chee Yuen, Senior Vice-President, Innovation & Technology and Operation Services, Resorts World Sentosa]

"The way that we resolved these issues are mainly aimed at partnerships and technology.

In this respect, we are fortunate to have very committed partner like NEC to help us implement the project."

[Interview: Mr. Tan Goh Beng, NEC Asia Pacific]

"I believe the IT play an integral part in supporting all business operation of the resort.

It is therefore very important for us to offer them a very reliable and trustworthy services."

NEC's seamless support service, known as IT Managed Service, enables its customers to carry out uninterrupted IT operations and strategic IT initiatives for optimum competitiveness.

When any kind of problem occurs, highly-skilled service technicians are on hand to remedy the situation by email, phone or, if necessary, to dispatch engineers to fix the problem on site.

NEC presently provides IT-managed services for Resorts World Sentosa, and regularly receives vast numbers of service requests and incident calls, 95% of which are solved immediately.

[Interview: Mr. Yap Chee Yuen, Senior Vice-President, Innovation & Technology and Operation Services, Resorts World Sentosa]

"The park ticketing system and the casino levy system is very important to us because this is the first contact point visitor come to the resort.

NEC has provided a hassle free customer friendly admission into the resort."

[Interview: Mr. Tan Goh Beng, NEC Asia Pacific]

"The system that we implemented ensures that reliability and performance are able to meet the needs of the customers.

In fact that we have successfully implemented it.

The system has been performing very reliably since the parks open in February 2010."

[Interview: Mr. Tan Goh Beng, NEC Asia Pacific]

"We are able to leverage on the regional and global resources of NEC when necessary and also utilize the best of breed products from NEC corporations."

THE TECHNOLOGY
[Interview: Mr. Tan Goh Beng, NEC Asia Pacific]

"NEC is a global leader in innovation in IT and networking.

We are able to offer a diverse range of system integration skills and end-to-end solutions and services to our customers."

NEC's mission critical expertise and long experience in creating security solutions contribute to the delivery of seamless services, which results in considerable customer satisfaction.

[Interview: Mr. Tan Goh Beng, NEC Asia Pacific]

"We are able to earn the trust of the customers by showing our commitment and capability to deliver quality solutions and services to accommodate customers request no matter how difficult they are."

THE BENEFITS
[Interview: Mr. Yap Chee Yuen, Senior Vice-President, Innovation & Technology and Operation Services, Resorts World Sentosa]

"The IT system must be non intrusive, hassle free and customer friendly so that the customers and visitors coming into the resort can feel at ease, enjoying the facilities of the resort.

We chose NEC primary because they have a great team, the teams has a high dedication to the project.

And finally, the key factor is the high chemistry and x-factor between the team both the management and the players.

This definitely leads customer satisfaction and great customer experience at the resort which is what we are looking for in the first place."

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