In 2021, SOFTSWISS expanded its structure and achieved important results. As part of the SOFTSWISS solutions offered to customers to support and maintain their brand, the company has expanded the list of services provided. The statistics presented below reflect the performance of the ‘Managed Services’ division from January to December 2021.
The Managed Services are available to all SOFTSWISS Online Casino Platform customers. The most important points in the development of Managed Services in 2021 were the changes in the organizational structure.
In particular, the division of player support and player retention VIP services into two separate services. Additionally, a new player reactivation team has been created within Managed Services to focus on bringing users back into the game.
Structure of the managed services division
As a result, the Managed Services structure was made up of five core teams at the end of 2021:
- Top-notch Support: Handles player requests and helps resolve issues that arise.
- Anti-Fraud Support: Responsible for handling suspicious activity and fraud detection.
- VIP Player Support: Focuses on targeted and personalized assistance to top players.
- Player Retention: Helps to keep users in the game and increase their loyalty to the casino.
- Player Reactivation: Constantly in contact with players who show reduced or no game activity.
“One of the important achievements of 2021 was the finalization of the Managed Services team structure. We highlighted five distinct teams that are responsible for key areas of work with players,” said Vitali Matsukevich, Head of Managed Services.
Matsukevich added: “Thanks to the experience gained, we have a clear understanding of how to build and work in the B2C segment. This helps to resolve issues promptly and increase player loyalty, which directly affects a casino’s financial performance.”
Last year, the top-notch support team was able to handle over 1.5 million chats, which is an impressive result. At the end of the year, the average Customer Satisfaction Index stood at 83%. These are the general statistics for all 55 customers that Top Support Services worked with in the past year.
Group statistics in 2021
According to the results of the Antifraud team, the value of confiscations in 2021 exceeded 14 million euros, a jump of 40% compared to 2020. One of the team’s great achievements was the three ICA certifications, which increased the level of service and expanded the expertise of the Antifraud team. In turn, the number of requests fulfilled 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 we interact with. Unfortunately, this is also reflected in activities suspicions, which we monitor very closely,” commented Artyom Rudakov, deputy head of managed services.
“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 throughout 2021. Therefore, our customers can be confident that their players are in good hands.”
Work on player interaction and retention at SOFTSWISS
When it comes to interacting with VIP players, the team managed to increase their number sixfold: from 400 in 2020 to 2,500 in 2021. This is reflected in the amount of deposits that VIP players have made at the casino.
At the end of the year, it reached more than 189 million euros. The team saw a monthly growth in gaming gross revenue (GGR) among VIP players of around 15-20%, resulting in an annual GGR of over €107 million.
The player retention division managed to engage over 230,000 players last year. This is directly due to the launch of regular exclusive promotions from which users learn about campaigns, new vendors and the latest game releases.
The conversion rate for these email blasts 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 euros.
Despite the recent launch, the player reactivation team ended 2021 with almost 6,000 users who resumed their gaming activities: 54% of them not only took advantage of the offered bonuses, but also made a deposit. As a result, the team ended the year with a total of over 1.75 million euros in deposits.
“The main goal we set ourselves for 2021 was to provide the best B2C service in iGaming. I believe we did it! Not only the metrics but also the feedback from our customers and players shows that we are moving in the right direction. A more player-targeted approach , the segmentation of departments and the expansion of the team allowed us to do well among the competitors”, summarized Matsukevich.
