A global powerhouse in the casino and integrated resort industry was facing challenges with personnel access management across various areas and multiple properties. To ensure the safety of their guests and valuable assets, as well as streamline operations, it was essential for the firm that only authorized personnel could access designated areas. Their existing methods of Key Distribution and Access Management were laborious and prone to audit failures. At this point, the hospitality giant prioritized not only meeting the regulatory requirements but also ensuring clear audit trails for managing keys’ permissions.
To address these challenges, the customer embarked on a journey to implement an end-to-end Key Management System for optimizing key access management across multiple properties, leveraging the ServiceNow platform. INRY, a ServiceNow Elite Partner, collaborated with the hospitality leader through their CloudCover Managed Services offering, which provides on-demand ServiceNow support for further adoption of the platform. INRY's extensive experience with Application Development on the ServiceNow platform demonstrated that the customer’s requirements could be fulfilled.
The solution involved designing an application by gaining a comprehensive understanding of the existing challenges with key management, the various workflows associated with it, and the user experience.
Within 10 weeks, the automated system was up and running.
The system generated a visual representation of the key matrix in the form of a document, outlining the personas and their permissions (granted/denied), whenever an individual requested access to a key.
The hospitality leader’s strategic decision to revamp their Key Management processes on the ServiceNow platform marked a transformative step in their journey, setting new standards for guest safety and service excellence.