Naskila Casino
540 State Park Road 56 • Livingston, Texas 77351
Naskila Casino is operated by the Alabama-Coushatta Tribe of Texas and is located about 90 miles northeast of Houston.
Bus Program Redefined.
ChallengeS:
Bus Program Not Delivering
In June 2024, Naskila Casino identified inefficiencies in its bus program, which failed to achieve desired outcomes in guest growth, service quality, and profitability. Consequently, they sought a new transportation partner to address these challenges. Casino Transportation Solutions (CTS) was chosen to redesign an entirely new transportation strategy. Explore the innovative solutions and exceptional results achieved by the CTS team since our involvement.
Solutions:
CTS: Evaluates Service Challenges:
Conduct a thorough analysis of the existing transportation services to identify areas for improvement. This involved assessing route efficiency, passenger satisfaction, and cost-effectiveness. Gathering data,
CTS was able to pinpoint specific challenges and opportunities for enhancement.
CTS: Daily Route Time Updates:
The reservation team and bus company dispatch collaborate closely to ensure the casino team is informed of all route arrival times daily. The results allow for seamless communication and efficient management of guest expectations, enhancing the overall experience.
CTS: Bus Company Contract Negotiations:
CTS team outlined a plan that includes expectation requirements with the motorcoach operators: upgrading equipment with newer model luxury motorcoaches and hiring skilled drivers, trainings on the updated schedules and increased customer service protocols. Test runs were conducted to ensure a smooth launch.
CTS: Customer Service:
To enhance guest experience, CTS implemented a comprehensive communication strategy. This involves regular and clear communication of service policies. Including guests the use of ADA-compliant bus services when requested.
CTS: Marketing Campaign Launched:
The 'A BETTER RIDE TO WINNING BIG!' campaign was launched, featuring fully branded Naskila Casino Express materials. This includes full bus wraps, a microsite and reservation system, direct mail, rack cards/schedules, print ads, internal signage, and flyers. View Materials Below
CTS: Service Communications:
We maintain regular communication with guests through the microsite, subscriber emails and social media platforms, ensuring they are informed about service updates and current promotions.
CTS: Efficient Reservation System:
Train live reservation specialists on new service details. Utilize CTS’s omni-channel booking platform for automated guest communications, including reservation confirmations and trip reminders via email and SMS. Daily manifests are automatically sent to the casino and bus company.
CTS: Ongoing Route Optimization:
Regularly assess and refine routes for optimal efficiency and customer satisfaction. Use performance data to identify improvements and adjust routes. As demand grows, expand into new markets to enhance accessibility.
Results:
+100,000 Casino Guests:
Safely transported more than 100,000 casino guests aboard luxury motorcoaches since program launch.
24 Routes, 7 Days a Week:
Service now operates 24 routes, 7 days a week, with morning, afternoon, and evening schedules.
+50% Profitabilty in Transportation:
Supporting data shows significant increase in transportation service profitability, exceeding 50%.
15 Departure Locations:
Departing from 15 locations throughout the Greater Houston area, the service spans over 100 miles and is expanding into new markets as demand grows.
