Wheel of Fortune - Social Gaming - IGT.com

SLOTLINE September2009
A working partnership with
Systems Account Management
Keith Brewer is the
binding that keeps the
IGT – San Pablo Lytton
partnership strong.
Going beyond what’s expected
Service with a smile. And listening
skills. And problem solving skills. And
perseverance. At IGT, our Network
Systems account managers not only
come with a good attitude, but they
have a passion for saving your casino
time, money and headaches.
The entire San Pablo Lytton Casino
management team is beyond satisfied
with its IGT account management
service. Its managers and directors are
downright thrilled with their experience
with IGT, and it’s because of people like
Keith Brewer.
San Pablo Lytton General Manager
Kathi Hammel; Director of Gaming
Machines Saeed Tavassoli; Director
of Information Systems Jeff Arnold;
Director of Marketing Bill Vincent; and
Marketing Manager Erin Anthony sang
their praises and told us what casino
life is like with an attentive and effective
IGT liaison.
“The tribe has empowered our
management team to partner with
IGT,” they said. And Keith Brewer is
the binding that keeps the partnership
strong. “He has the whole package –
easy to work with, good people skills
and he’s fun.”
Investment is an operative word
when it comes to any effective
relationship. If a customer invests its
money and confidence in IGT, we
invest everything we’ve got. Brewer’s
investment in a customer is unwavering,
and “going the extra mile” is an
understatement for him.
“He had an interest in the
casino and our success,” San Pablo
management said. “He has a good
sense of urgency, follow-through and
persistence. He took things as far as he
could – and then a step further.”
That extra step, pushing beyond
what’s expected, means better results for
a casino. For San Pablo, Brewer identified
issues and resources in “no time,” saving
time and money. If an issue happened
with the Xtra Credit ® bonus, he made
sure an IGT resource arrived at the
property within hours.
“He understood our business,” San
Pablo management said. “He was also
great in connecting with the right person
to help us solve our problems. Last
October, our customers would put cards
in about 20 percent of our machines and
couldn’t access Xtra Credit ® . In less than
24 hours, he had a technician on
property to research this. They reviewed
logs at IGT, and even before the
technician solved it, he already knew
what was wrong.”
Brewer’s customer service philosophy
is fairly simple. “I treat our customers
as I would want to be treated as the
customer,” he said. This golden rule
proved to be paramount in an effective
relationship with San Pablo.
“I try to understand that a customer’s
interactions with IGT are dynamic, always
changing,” Brewer said. “I needed to
be sure they could count on a consistent
and reliable point of contact within IGT to
represent their concerns accurately and
to help find resolutions and answers.”
Brewer’s and the San Pablo
management team’s sentiments align –
this partnership is symbiotic. As Brewer
puts it, they don’t have a traditional
vendor/customer relationship. IGT
and San Pablo have a partnership – a
partnership that positively impacts
both parties.