How Gate City Casino gave its audit team full visibility into every open exception, and closed them 78% faster
Resolution time fell from 60 days to 13, and compliance moved from reactive to proactive, with nothing falling through the cracks.
The challenge
Gate City’s revenue audit team’s exception process was a seven-step, manual process that included filling out forms in Excel, printing and copying paperwork, emailing the party responsible, waiting for signed copies to come back, and manually updating the log to close each item. Every step depended on someone remembering to do the next one. Paper sometimes got lost, emails could go unanswered, and the log only closed if a person went back and updated it.
The solution
Gate City implemented Exceptions Management, CCT’s digital exception workflow built within Insight Cash. What had been a seven-step manual process now runs in three automated steps inside the system, and the workflow handles the rest. Create the exception; the responsible manager is notified automatically, the workflow runs, and closure is recorded automatically. No printing, no scanning, no chasing.
“Exceptions Management has streamlined the exception process from start to finish. It’s removed the tedious, manual parts of the process, while maintaining the value and satisfying regulatory requirements.”
The results
Since implementing Exceptions Management in late 2024, Gate City has improved across every dimension of exception handling. Resolution time dropped 78%, from an average of 60 days in the months right after go-live to just 13 days at full utilization, measured in spring 2026.
On-time completion, measured as exceptions closed on or before their due date, rose from 16% to 58% over the same window. That gain held even as monthly exception volume increased, reflecting a team capturing more issues and resolving them faster and more consistently.
With every exception tracked, timestamped, and automatically closed, Gate City’s audit team has full visibility into what’s open, what’s overdue, and where recurring issues concentrate. That’s the difference between a reactive program and a proactive one.
What changed
- A seven-step manual process now runs in three automated steps inside the system.
- Managers are notified automatically, with no printing, scanning, or chasing.
- Every exception is tracked, timestamped, and closed automatically.
- Full visibility into what’s open, what’s overdue, and where issues recur.