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Oregon Lottery

Project Images: 
Industry: 
Lottery
Location: 
OREGON, USA | WAVETEC

 

Oregon Lottery picks customer satisfaction each time!

 

 

About

 

Oregon Lottery is located in Salem, Oregon. Voters created the Lottery in 1984, and it began ticket sales with a Scratch-It instant game on April 25, 1985. The Oregon Lottery is the state’s second-largest funding source after personal income tax, earning a profit to mitigate the negative impacts of gambling addiction.

The Lottery’s mission is set out in Article XV of Oregon’s constitution, stating that ‘the highest standards of security and integrity should be maintained in order to serve the people of Oregon. And it is this guiding principle that the Lottery has used as their beacon all these years.

 

 

Purpose

 

Oregon Lottery needed to maintain occupancy limits and adhere to social distancing guidelines due to Covid19. They also expressed the desire to be more structured in their management practices, in customer service delivery, and in monitoring visitor queues.

 

 

Deployment

 

To meet their objectives and goals, they deployed Wavetec’s cloud-based Queue Management solutions, namely Web Ticketing, Web Appointment Scheduling, and the Lobby Leader application.

 

 

Benefits

 

  • Ensure social distancing and adherence to occupancy limits
  • Quick and easy deployment
  • Deliver contactless customer experiences
  • Seamless digital onboarding
  • Shorter and faster queues
  • Increase customer satisfaction
  • Predict and monitor visitor flows

 

 

 

 

Customer Flow

 

The customer buys a lottery ticket and if they win, they must arrive on-premises to claim their prize. To do so they must either book an appointment using the web application or issue themselves a virtual ticket via web ticketing.

If an appointment is booked, they will receive an email with the details of the booking with a call to action for check-in. This will be used when the customer is on-premises. Once they are issued a ticket, they will begin to receive notifications about estimated wait times.

As the counter is ready and available to serve them, they will be alerted. After being served, it is time to take home their winnings!

 

 

RESULTS

 

Enables social distancing 
Adheres to occupancy limits 
Cuts down-time spent in queue 
Increases customer satisfaction
Quick and easy deployment 
No hardware required
Standalone and scalable

 

 

 

About: 

 

The Oregon Lottery was created by voters in 1984. Proceeds from Lottery games have become an important funding source for programs that benefit Oregonians.

 

 

 

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