How Jamul Casino Transformed IT Operations with Wavity
Jamul Casino replaced a fragmented, zero-insight ticketing stack with Wavity’s unified ITSM platform — cutting resolution times by 33% and unlocking $87,000 in projected annual savings.
Customer Snapshot
Customer: Jamul Casino
Industry: Gaming & Hospitality
Location: San Diego, California
Previous Environment: Zendesk, Confluence, Excel
Solution: Wavity Help & Service Desk
THE PROBLEM
A ticketing system that told them nothing
Before Wavity, Jamul Casino’s IT team was operating in the dark. The following challenges defined daily life for Mike Serrano, IT Manager, and his team:
• No workflow automation — tickets sat in a generic queue with no routing, no dependencies, and no triggered actions
• Zero visibility into team performance — no metrics, no resolution codes, no way to see ticket age or workload per technician
• Fragmented toolstack — Zendesk for tickets, Confluence for knowledge base, and an Excel sheet for asset inventory required 4–5 apps open simultaneously
• No onboarding/offboarding workflow — employee lifecycle processes had no structured, auditable workflow with dependent steps
• Queue inefficiency and cherry-picking — techs manually pulled tickets from a shared queue, leading to uneven workloads and slow response
• No project intake governance — tech requests arrived with no budget owner, no executive sponsor, and no structured intake process
• ServiceNow was too expensive — enterprise-grade functionality came with licensing and outsourced development costs that doubled or tripled the platform price
THE STORY
The pain, the pivot, and the prize
When Mike Serrano joined Jamul Casino as IT Manager, he inherited a team running on Zendesk — a platform he describes plainly as “just e-mail comes in, ticket gets created.” Coming from a ServiceNow background, Mike knew what real ITSM looked like. What he found was its opposite: no workflows, no metrics, no asset management, and a knowledge base that existed only in name on a dusty Confluence site nobody used. The team was spinning. An onboarding request would arrive with no structured process to follow — no triggers for provisioning a laptop, no checklist, no dependencies. Tickets sat in a shared queue until someone noticed them. Techs cherry-picked the easy ones. Resolution details were buried inside ticket threads, impossible to analyze. And if leadership asked about IT performance, Mike had no answer — because the data simply didn’t exist.
"We went from something that gave me nothing — just a ticket with no resolution code to having everything at our disposal."
— Mike Serrano, IT Manager, Jamul Casino
The decision to move to Wavity wasn’t just about switching software. It was about getting a true ITSM — one that could match the depth of ServiceNow without the six-figure price tag and months of outsourced development. What Mike found was a platform that felt familiar to both camps on his team: his ServiceNow veterans recognized the layout immediately, and his inherited Zendesk users felt right at home. Best of both worlds.
THE SOLUTION
One platform. Every answer.
With Wavity in place, Jamul Casino consolidated ticketing, asset inventory, knowledge base articles, and automated workflows into a single platform. Auto-routing replaced the chaotic shared queue — tickets now route directly to technicians based on schedule and availability, eliminating cherry-picking entirely.
Onboarding became a structured workflow with dependencies: device provisioning, account creation, and access rights all trigger in sequence from a single request. Offboarding flows are now audit-ready, with asset inventory tied directly to the departing employee’s record.
A new project intake form embedded in Wavity restructured how IT handles incoming technology requests. Before a vendor conversation can even begin, submitters must identify their budget owner, confirm executive sponsorship, and specify which department the initiative serves.
On the reporting front, Mike connected Wavity’s data to Power BI, building a live dashboard that tracks active tickets by application, resolution state, and technician. By tagging an “affected CI” field on every ticket, the team can now spot patterns — a spike in Adobe issues in March versus February, for example — and investigate whether the cause is a software release, aging hardware, or a training gap.
"If I can see one person fixing a CRM issue in 5 minutes while everyone else takes half an hour, that tells me there’s knowledge on the team that hasn’t been shared yet."
— Mike Serrano, IT Manager, Jamul Casino
THE RESULTS
Numbers that leadership notice
33% reduction in average resolution time
$87,000 projected annual productivity savings
5 separate applications consolidated into 1 platform
Improved first-touch resolution rates
To quantify the value, Mike’s team built a productivity report that calculates time saved per technician against average IT salary — then projects that figure across days, weeks, months, and a full year. The $87,000 figure doesn’t just represent efficiency; it represents techs no longer walking across the casino floor to fix a user error that could have been resolved remotely with a knowledge base article.
The impact reaches beyond the IT department. In a casino environment where every floor employee’s uptime directly affects the guest experience — from player development to guest services — faster IT resolution means staff can focus on what they’re there to do.
"If we can support you quicker, more efficient, and better — that allows everyone else to be more productive in their field."
— Mike Serrano, IT Manager, Jamul Casino
LOOKING AHEAD
More signal. Less noise.
Jamul Casino’s IT team is exploring Wavity’s AI-powered features — including dynamic macros that auto-generate responses from the knowledge base and agentic workflow builders — as part of a broader data protection and AI governance strategy. The foundation is in place. The next chapter is about going further, faster.
See what Wavity can do for your team
AI-powered ITSM built for the pace of modern operations