MAX
INDUSTRY PARTNER Paul Carew
MAX threw out the handbook when it came to navigating Covid, with agility proving to be the most critical skill.
Chief Operating Officer Gaming Servies MAX
IN ADDITION to navigating through
to keep our industry open and keep it
impact that this has all had on securing and
countless public health orders, ever-
that way.”
retaining industry talent.
around Australia, gaming products and
Satisfaction scores
we try to future-proof our businesses,”
services company MAX has spent an
One of the company’s biggest 2021
says Carew. “While we may not be able
enormous amount of energy ensuring its
highlights was its Venue Partner
to control those things, we can control
customers and partners were well informed
Experience Program, which was launched
helping to boost confidence for patrons
and supported.
in September.
to get back to venues and providing great
changing restrictions, and venue closures
“We’ve never seen times like this before
“Customers across the country were
“I think we’ve all had to look at how
experiences for them.”
or could have imagined the impact that
invited to share feedback on their
the pandemic would have on our industry,
experiences with MAX, so we can refine
experience has become a point of
and there certainly isn’t a handbook on
our servicing model and enhance our
difference and area of focus more than
how to tackle it, so the ability to remain
ability to provide the right level of
ever before. From a MAX perspective,
agile has been critical,” says Paul Carew,
support, when and where our customers
it’s about ensuring it provides stable and
Chief Operating Officer – Gaming Services
need it,” Carew says.
reliable solutions so that each part of the
at MAX. “Throughout the pandemic, we waived
“Pleasingly, the feedback we received
According to Carew, the in-venue
customer experience is a positive one, he
reinforced that our customers value our
says. “From EGMs, compliance, products,
over $180 million in fees for customers
partnership and the expertise we bring to
services and customer insights, we’ll work
nationally, helping them navigate long
the table, with seven out of ten customers
with venues to help them continue to
periods of closure and almost total
saying they would recommend our
operate at their best.”
revenue loss.
services to a colleague in the industry.
“We’ve received plenty of feedback
“As we move into 2022, we will use
Carew says operating within a responsible and well-regulated industry
from our customers, who have told us how
this feedback to finalise our key actions
should always be front of mind. “It’s
critical this support has been to them.
to innovate, improve and strengthen
crucial that our industry operates
Several have said without the suspension
what we do, so we can continue to strive
responsibly and ethically at all times, and
of fees, their businesses would have
towards greater customer advocacy and
that we are committed to delivering this
struggled to emerge from lengthy and
satisfaction in the future.”
for our customers.”
repeated lockdowns.”
Data, insights and analytics will also
Future-proofing
become pivotal for customers, according
bottom line,” Carew says. “However,
The industry will continue to be affected by
to Carew. “We’re aiming to really take a
together with our customers, we’re
uncertainty, according to Carew, whether
lead in this space in 2022 and beyond with
getting back on track, and we will
that’s due to new Covid variants, potential
several key developments in our product
continue to comply with all health orders
further restrictions or lockdowns, or the
offering to help make that happen.”
“This decision obviously affected our
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