In 2021, SOFTSWISS Managed Services finalised its construction and highlighted key outcomes. As an essential a part of SOFTSWISS options provided to shoppers to help and keep their model, Managed Services has expanded the record of offered providers. The statistics introduced mirror the division’s efficiency from January to December 2021.
Managed Services is obtainable to all of the SOFTSWISS Online Casino Platform shoppers. The most essential highlights within the growth of Managed Services in 2021 had been the modifications within the organisational construction. In explicit, the cut up of VIP Player Support and Player Retention providers into two separate providers. In addition, a brand new participant reactivation group was created throughout the Managed Services to give attention to getting customers again into the sport.
As a outcome, the Managed Services construction includes 5 core groups on the finish of 2021:
- First Line Support. Handles incoming gamers’ requests and helps resolve points arising.
- Anti-Fraud Support. Responsible for coping with suspicious exercise and fraud detection.
- VIP Player Support. Focuses on focused and personalised key participant help.
- Player Retention. Helps to maintain customers within the recreation and improve their loyalty to the on line casino.
- Player Reactivation. Constantly in contact with gamers who present decreased or no gaming exercise.
“One of the essential achievements of 2021 was the finalisation of the Managed Services group construction. We have highlighted 5 separate groups which can be answerable for key areas of labor with gamers. Thanks to the expertise gained, we now have a transparent understanding of methods to construct work within the B2C phase. This helps to promptly resolve points and improve participant loyalty, which straight impacts the monetary efficiency of a on line casino,” mentioned Vitali Matsukevich, Head of Managed Services.
In the previous yr the First Line Support group has managed to deal with greater than 1,5 million chats, which is a formidable outcome. On common, excluding emails, there have been 200+ chats with gamers per day per agent. At the top of the yr, the common Customer Satisfaction Index stood at 83 per cent. These are the general statistics for all 55 shoppers that First Line Support providers labored with final yr.
According to the Anti-Fraud group’s outcomes, the quantity of confiscations in 2021 exceeded 14 million EUR, a 40% improve in comparison with 2020. One of the group’s main achievements had been the three ICA certifications, which elevated the extent of service and expanded the experience of the Anti-Fraud help employees. In flip, the variety of requests dealt with rose by 35% to over 40,500.
“2021 was a landmark yr for all Managed Services groups. The improve within the variety of shoppers utilizing the SOFTSWISS Online Casino Platform has had a direct influence on the variety of gamers and operators we work together with. Unfortunately, that is additionally mirrored in suspicious exercise statistics, which we monitor very intently. In order to keep up the very best degree of service for which we’re valued by our shoppers, the Managed Services group has grown a number of occasions over 2021. Therefore our shoppers can ensure that their gamers are in good fingers,” commented Artyom Rudakov, Deputy Head of Managed Services.
When it involves the interplay with VIP gamers, the group managed to extend their quantity by 6 occasions: from 400 in 2020 to 2,500+ in 2021. This is mirrored within the quantity of deposits VIP gamers have made within the on line casino. At the top of the yr it amounted to over 189 million EUR. The group noticed month-to-month progress in GGR amongst VIP gamers of round 15-20%, leading to an annual GGR of 107+ million EUR.
The Player Retention division has managed to interact greater than 230,000 gamers over the previous yr. This is straight attributable to the launch of standard distinctive promos, from which customers study campaigns, new suppliers and the most recent recreation releases. The conversion fee for such electronic mail blasts in December 2021 was 35% in comparison with 22% in January of the identical yr. As a outcome, the common deposit per participant was recorded at 300 EUR.
Despite the current launch, the Player Reactivation group ended 2021 at practically 6,000 customers who had resumed their gaming exercise. 54% of them not solely took benefit of the bonuses provided, but in addition made a deposit. As a outcome, the group ended the yr with a complete of greater than €1,75 million in deposits. In flip, the common ROI per shopper was 220%.
“The essential purpose we set ourselves for 2021 was to offer one of the best B2C service in iGaming. I imagine that we now have succeeded! Not solely the metrics, but in addition the suggestions from our shoppers and gamers reveals that we’re transferring ahead in the appropriate course. A extra focused strategy to gamers, segmentation of departments and group growth allowed us to fare effectively amongst rivals,” summed up Vitali Matsukevich, Head of Managed Services.
About SOFTSWISS
SOFTSWISS Managed Services works together with SOFTSWISS Products to ship further worth to iGaming operators and gamers alike. Managed Services embody First Line Player Support, Dedicated Anti-Fraud Support, VIP Player Support, Player Retention, and Player Reactivation.
SOFTSWISS is a widely-acclaimed iGaming knowledgeable, supplying licensed software program options for managing on-line playing operations. The firm has a world group, which counts 1,000+ workers and has an official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS holds numerous gaming licences, together with Curacao, Malta, Estonia, Belarus, Belgium, Sweden, Nigeria, Ghana, Serbia and Greece. The firm has an enormous product portfolio, which incorporates an Online Casino Platform, Game Aggregator with hundreds of on line casino video games, the Affilka affiliate platform, Sportsbook Platform and the Jackpot Aggregator. In 2013 SOFTSWISS was the primary on the planet to introduce a bitcoin-optimised on-line on line casino resolution.
Related
https://europeangaming.eu/portal/latest-news/2021/12/08/105547/isoftbet-rolls-out-enhanced-sequel-majestic-gold-megaways/
