del Lago Resort & Casino Selects Playersoft to Boost Loyalty and Enhance Customer Service


del Lago selected the Group Manager™ application to expand their client services footprint and provide the best possible experience to players who arrive at the property with groups. With the installation of the platform, del Lago’s staff will have the ability to quickly process and track guests, provide incentives as well as enroll or reprint player’s cards for patrons who arrive on charter buses. What’s more, the application bypasses the need for players to wait in line at the Players Club or at Kiosks, which allows guests to sit at their favorite casino game as soon as they arrive.

Playersoft Technologies’ award-winning Host Player Management CRM™ application will also be deployed at del Lago Resort & Casino. With the use of HPM, del Lago’s Player Development and Guest Services staff will have a comprehensive mobile CRM tool to keep them connected to active patrons in real-time. providing them with great customer service while they are in seat at a game. HPM gives Hosts access to all available customer data, offering the best-customized experience for the guest and a reduced workload for the Host. HPM also allows Hosts to set contact reminders, send email and text messages to patrons as well as issue incentives. The application gives del Lago a competitive advantage when it comes to the patron experience by providing an on-the-spot customer service, that goes beyond industry best practices in the casino space.

“From the very beginning, our focus has been about creating a great experience for all patrons who visit our property and Playersoft is really going to help us hit that target,” said Director of Player Development, Jimmy Wilmot. “The Group Manager app will allow our guests to claim their offers, skip the players club line and go straight to the casino floor and the Host Player Manager app will help our player development team provide the best service possible,” he added.

Description of Group Manager
Group Manager™ uses both desktop and mobile components to automate every aspect of group management, from bus trips to processing other large groups such as concerts & events. Offers check-in, enrollment, card reprint, and reporting. With real-time monitoring, Operators can view group re-investment, analytics and ROI. Group Manager™ eliminates lines with the quickest check-in of any group management program available.

Description of Host Player Management CRM™ (HPM)
A state of the art CRM and Business intelligence tool developed specifically for Casino hosts and other staff. Uses desktop and mobile devices to assist Player Development and Guest Services with logging daily player contacts, showing real-time views of gaming activity and other featured views of the casino’s most valued guest. The mobile application keeps casino Hosts on the floor and out of the office, building better relationships with players to secure a return trip and extend their play. The Host Player Management System harnesses the power of providing VIP level customer service, all in the palm of Host’s hands.

“We are truly excited to have this opportunity to work with the del Lago Resort & Casino. We consider ourselves lucky to have them as a valued customer and we’re looking forward to continuing our strong partnership with them into the future,” mentioned Tony de Leon, President of Playersoft.

About The del Lago Resort & Casino

del Lago Resort & Casino is a $440 million casino, 205-room hotel, and spa in Waterloo, New York. The mission behind del Lago Resort & Casino has been to act as a gateway to the Finger Lakes region, leveraging the natural beauty and unique offerings while enhancing tourism. del Lago Resort & Casino features 1,956 slot machines and 99 gaming tables, including 14 poker tables; award-winning Portico by Fabio Viviani, a restaurant serving with a sophisticated take on Old World Italian-inspired foods and spirits; 4,200-square-foot food court; The Vine, a 2,400-person entertainment center, bar and restaurant; Farmers Market Buffet, featuring locally sourced comfort foods and Centrifico, a bar/lounge area in the center of the gaming floor. The hotel wing features The Sociale Café & Bar, serving “gastro spa” cuisine and beverages, Lavazza Italian coffee shop, serving homemade pastries and gelato and the 14,000-square-foot European-style Spa del Lago. For more information, visit