EGT Spain Optimizes Customer Service with SISAM

SISAM Centralizes EGT Spain’s Operations

As EGT Spain expands its activities in the national market, coordination among its various operational areas is becoming increasingly important to ensure an efficient response to customer needs.

Against this backdrop, the company developed SISAM as an internal tool designed to integrate key operational activities into a structured workflow.

The system enables the management of aspects such as the following within a centralized environment:

• Orders and equipment.
• Assignments and quantities.
• Product information.
• Technical activities.
• Operations-related documentation.

This centralization provides teams with greater visibility into daily activities and facilitates access to the information needed for each stage of the processes.

Greater coordination between teams
By connecting different operational phases, SISAM helps improve internal coordination and order management.

The tool also enables teams to respond more quickly when technical assistance or specific information is required, reducing reliance on scattered information sources.

For a company involved in the supply, installation, and support of solutions for the gaming industry, this coordination capability is particularly important for maintaining consistent customer service.

Quality control integrated into the processes

One of the components of SISAM is the incorporation of quality control directly into the workflow.

Tasks can be logged, verified, approved, and monitored through to completion. In this way, EGT Spain aims to maintain consistent operational standards and ensure a clear record of every process.

Reporting tools also allow for the review of actions taken and access to relevant operational information.

This system helps reduce the risk of skipping steps, duplicating communications, or maintaining incomplete records.

More efficient management for the client

Prior to the implementation of this centralized model, various processes might rely on a combination of emails, phone calls, documents, and independent sources of information.

SISAM consolidates these activities into a shared process, facilitating collaboration among EGT Spain’s various teams.

Impact on deliveries, installations, and support

From the customer's perspective, optimizing internal processes aims to translate into a series of tangible improvements: more reliable coordination, better-prepared deliveries and installations, faster responses, and a more consistent service experience.

The tool functions as a support for daily operations, enabling teams to access more organized information and track pending and completed tasks with greater precision.

EGT Spain commits to continuous improvement

Marck Barahona, Technical Support Manager, highlighted the role of continuous improvement in the company's operational strategy.

“Continuous improvement is a fundamental part of how we work at EGT Spain. SISAM was developed around the practical needs of our teams and daily operations. By improving internal visibility, coordination, and process management, we can provide more efficient and reliable service to our customers."

The creation of SISAM is part of EGT Spain’s commitment to strengthening the processes underpinning its customer service.

By developing solutions tailored to its specific operational needs, the company aims to enhance collaboration among its teams and optimize operational management, while maintaining a focus on the quality of service provided to its clients in the gaming industry.