Viejas Casino and Resort Partners with ComOps to Enhance Customer Experience

Viejas Casino and Resort has formed a strategic partnership with ComOps, transitioning from its current provider, Qualtrics, to the Medallia Experience Cloud. This collaboration aims to improve both team member and guest sentiment, enhancing overall customer service.

Under this new partnership, ComOps will oversee the implementation of the Medallia Experience Cloud at Viejas Casino and Resort. The focus is on utilizing the platform to gather, analyze, and act on customer feedback effectively.

“Working with ComOps is going to be transformational,” stated Anthony San Pietro, SVP of Marketing, Entertainment, and Advertising at Viejas Casino and Resort. “We are thrilled to be transitioning to the cutting-edge Medallia Experience Cloud. Being able to find the relationship between team member engagement and customer experience in one platform is what Viejas needed to get to the next level.”

Leveraging Advanced Feedback Systems

The Medallia Experience Cloud is engineered to collect and analyze customer feedback, enabling businesses to make data-driven decisions to enhance customer satisfaction. This system will support Viejas in refining its customer service strategy based on real-time data insights.

George Polyard, VP of Customer Experience at ComOps, expressed confidence in the partnership, saying, “The team at Viejas Casino and Resort are some of the best operators in the business and their focus and enthusiasm for this project is sure to help them rapidly find return on investment.”

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Owned by the Viejas Band of Kumeyaay Indians, Viejas Casino and Resort also encompasses Viejas Outlets and Ma-Tar-Awa Recreational Vehicle Park. This new partnership is a step towards enhancing their overall guest experience and operational efficiency.

ComOps recently strengthened its team with the appointment of Sofya McIntosh as the new SVP of Sales and Customer Success on May 14, underscoring their commitment to customer excellence.


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