In 2021, SOFTSWISS Managed Services finalized its structure and highlighted the main results. As an important part of the SOFTSWISS solutions offered to customers to support and maintain their brand, Managed Services has expanded the list of services provided. The statistics presented reflect the performance of the division from January to December 2021.
Managed services are available to all customers of the SOFTSWISS online casino platform. The most significant highlights in the development of managed services in 2021 were changes in organizational structure. In particular, the splitting of the VIP Player Support and Player Retention services into two separate services. Additionally, a new Player Reactivation Team has been created within Managed Services to focus on getting users back into the game.
Thus, the Managed Services structure includes five main teams at the end of 2021:
- Front line support. Handles incoming player requests and helps resolve any issues that arise.
- Anti-fraud assistance. Responsible for handling suspicious activity and detecting fraud.
- Support for VIP players. Focuses on targeted and personalized assistance to key players.
- Player retention. Helps keep users in the game and increase loyalty to the casino.
- Player reactivation. In constant contact with players who show little or no gaming activity.
“One of the significant achievements of 2021 was the finalization of the Managed Services team structure. We have highlighted five distinct teams that are responsible for the main areas of work with players. “, we have a clear understanding of how to build work in the B2C segment. This helps to resolve issues quickly and increase player loyalty, which directly affects a casino’s financial performance,” said Vitali Matsukevich, Head of Managed Services.
Over the past year, the frontline support team managed to manage over 1.5 million chats, which is an impressive result. On average, excluding emails, there were over 200 chats with players per day per agent. At the end of the year, the average customer satisfaction index was 83%. These are the aggregate statistics for the 55 clients that Frontline Support worked with last year.
According to the results of the anti-fraud team, the amount of confiscations in 2021 exceeded 14 million euros, an increase of 40% compared to 2020. One of the main achievements of the team was the three ICA certifications, which have increased the level of service and broadened the expertise. anti-fraud support staff. In turn, the number of requests processed increased by 35% to more than 40,500.
“2021 has been a landmark year for all managed services teams. The increase in the number of customers using the SOFTSWISS online casino platform has had a direct impact on the number of players and operators with whom we interact. Unfortunately, this is also reflected in the suspicious activity statistics, which we monitor very closely. In order to maintain the highest level of service for which we are valued by our customers, the Managed Services team has grown several times in 2021. Our customers can therefore be sure that their players are in good hands,” said commented Artyom Rudakov, Deputy Director of Managed Services.
Regarding the interaction with VIP players, the team managed to increase their number by 6 times: from 400 in 2020 to 2,500+ in 2021. This is reflected in the amount of deposits that VIP players have made in the casino. At the end of the year, it amounted to more than 189 million euros. The team saw monthly GGR growth among VIP players of around 15-20%, which translated to an annual GGR of over €107 million.
The Player Retention Division has successfully engaged over 230,000 players over the past year. This is directly attributable to the launch of regular one-time promotions, from which users learn about campaigns, new vendors and the latest game releases. The conversion rate for these email sends in December 2021 was 35% compared to 22% in January of the same year. As a result, the average deposit per player was recorded at 300 EUR.
Despite the recent launch, the Player Reactivation team ended 2021 at almost 6,000 users who had resumed their gaming activity. 54% of them not only took advantage of the bonuses offered, but also made a deposit. As a result, the team ended the year with a total of over €1.75 million in deposits. In turn, the average ROI per customer was 220%.
“The main goal we set ourselves for 2021 was to provide the best B2C service in iGaming. I believe we have succeeded! Not only the measurements, but also the feedback from our customers and players show that we are moving in the right direction. A more targeted approach to players, segmentation of departments and expansion of the team have allowed us to stand out among the competition,” sums up Vitali Matsukevich, Head of Managed Services.
SOFTSWISS Managed Services work in conjunction with SOFTSWISS Products to deliver added value to iGaming operators and players. Managed services include frontline player support, dedicated anti-fraud support, VIP player support, Player retention and player reactivation.
SOFTSWISS is a widely recognized iGaming expert, providing certified software solutions for managing online gaming operations. The company has an international team, which has more than 1,000 employees and has an official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS holds a number of gaming licenses including Curacao, Malta, Estonia, Belarus, Belgium, Sweden, Nigeria, Ghana, Serbia and Greece. The company has an extensive product portfolio, which includes a online casino platformgame aggregator with thousands of casino games, the Affilka Affiliate Platform, the sports betting platform and jackpot aggregator. In 2013, SOFTSWISS was the first in the world to introduce an online casino solution optimized for bitcoins.