You’ve built a loyalty program designed to keep guests coming back — but if the sign-up process adds friction instead of removing it, you’re missing the mark. That’s the situation one of Canada’s largest gaming and entertainment operators found themselves in.
They had a growing rewards program, a cache of underutilized tablets, and a strong business case — but lacked a scalable, guest-friendly way to bring it to life across multiple casino properties. With tight timelines tied to fiscal year-end and a mix of operational, branding, and ergonomic requirements, they needed a partner who could move quickly, work across silos, and deliver a custom solution that actually fit.
Compugen stepped in. Not just to provide hardware, but to orchestrate a solution.
The Challenge
At its core, this was a story of friction. Guests were ready to join a loyalty program, but the process of signing up was slow and inconsistent. Queues were long. Staff were stretched. The experience didn’t align with the brand’s ambitions, and existing technology wasn’t being used to its potential. The customer had tablets in inventory, but no viable way to integrate them into a branded, secure, guest-ready kiosk solution.
Adding to the complexity, the project had to meet multiple constraints: secure housing for the tablets, support for both floor-standing and countertop setups, branding that could evolve over time, and installation flexibility — all under an aggressive timeline dictated by internal budget and fiscal close requirements.
It wasn’t just about technology. It was logistics, design, human factors, and timing; all converging into one high-stakes initiative.
The Opportunity
This wasn’t just a kiosk rollout. It was an opportunity to reimagine the guest experience and operational efficiency at scale. The customer had the foundational elements in place: existing hardware, an engaged internal team, and a strong desire to modernize the sign-up journey. They just needed a Technology Ally who could bring it all together, and fast.
That’s where Compugen came in, bringing a consultative approach that considered every angle. From vendor selection and solution design to stakeholder alignment and project delivery, Compugen led the engagement with a focus on outcomes, not just assets.
The Solution
To meet the customer’s unique requirements and deadline, Compugen sourced and onboarded a new partner — imageHOLDERS — a UK-based kiosk manufacturer with a facility in Coquitlam, BC. Though this was the first time the two organizations had worked together, the collaboration quickly proved effective. imageHOLDERS was able to design custom enclosures tailored to the customer’s existing tablets, while also supporting their branding, accessibility, and space requirements.
“We needed a solution that would support the specific tablets and ensure they were secure while remaining accessible and ergonomic to use,” said Pete Thompson, Vice President of Sales at imageHOLDERS. “It was important that we created a cohesive range with common features and a common aesthetic that worked in all form factors.”
The solution included 37 kiosks — a mix of floor-standing and countertop models — built with modular branding panels and secure cable management. Where countertop installations made bolting impractical, imageHOLDERS developed a strong adhesive solution that allowed the kiosks to be fixed in place safely and discreetly.
To meet the customer’s tight fiscal year-end schedule, Compugen and imageHOLDERS worked together to stage delivery in phases. The first 10 units were shipped unbranded, allowing the customer to apply graphics in-house and deploy the kiosks faster.
Compugen led the project from end to end, managing vendor coordination, design adjustments, procurement, and delivery logistics across multiple locations. Maintaining constant communication with stakeholders was critical to keeping the project on track.
“I was in constant communication with the customer and imageHOLDERS,” said Rui Lopes, Product Solutions Specialist for Compugen’s Modern Work team, who led the engagement for Compugen. “We worked through numerous delivery options to make sure we stayed on track — at one point I was on calls while at our local pool for my daughter’s swim club.”
As the first units rolled out, guest queues during peak periods prompted an enhancement: Phase Two introduced mobile-ready kiosks featuring detachable tablets that staff could carry directly to guests. This not only sped up registration times but also allowed staff to assist anyone who needed support, improving accessibility and reducing bottlenecks.
“The mobile solution reduced wait times and gave guests who needed extra support a better experience,” said Rui. “It was about meeting people where they are at — literally.”
The Outcome
The impact was measurable and immediate. What started as a minimum viable deployment turned into a platform for expanded rollout. The first 37 kiosks were installed across the province ahead of fiscal deadlines, and guest engagement exceeded expectations. Mobile kits followed, enabling even more flexibility at peak times.
The ability to adapt and scale has become a defining advantage. The modular nature of the design and the ability to update branding quickly means the kiosks can evolve alongside the program without needing major reinvestment.
“The positive feedback that the kiosks are delivering a return on investment is extremely satisfying,” said Pete. “The project has also been the basis of a new relationship with Compugen, and we’re excited about the potential of helping other Compugen clients benefit from self-service kiosks.”
The Future
With a custom solution in place and proof of value established, the operator is now exploring how to bring the kiosk and mobile model to more locations. As loyalty continues to be a business growth driver, the infrastructure is in place to support future campaigns, added functionality, and continued innovation without needing to start from scratch.
The project also serves as a playbook for how Compugen can help other experience-driven organizations realize more value from the tools they already own.
The Relationship
This project wasn’t just about delivering hardware. It was about building trust. Internally, Compugen worked across the customer’s IT, marketing, operations, and facilities teams to design a solution that met the collective need. Externally, the Compugen team established a new partner relationship with imageHOLDERS, one that now extends beyond this single project.
“Compugen was great to work with,” Pete said. “They trusted our recommendations and leaned into imageHOLDERS’ experience. Rui and his team brought all stakeholders together to explore the challenge and discuss the options. That collaborative approach was fundamental in defining the right solution.”
The result: a coordinated, customer-first rollout that delivered on experience, timing, and long-term value. That’s the Compugen difference — a Technology Ally focused not just on what’s possible, but what’s practical.
Want to turn your existing tech into a better guest or customer experience?
Talk to Compugen about building solutions that reduce friction, deliver faster outcomes, and set your organization up for what’s next.
.png)