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How to Organise Customer Support Services Effectively?
When launching an iGaming project, every operator faces a dilemma of how to organise its customer support services effectively. Should it be managed in-house or outsourced? SOFTSWISS, an international tech provider with over 15 years of iGaming experience, offers a cost comparison to help resolve the issue.
Through years of delivering high-quality customer support to its Casino Platform clients, SOFTSWISS Managed Services has earned strong recognition among industry leaders. In 2023-2024, the solution received several awards for its outstanding contributions to responsible gambling practices and excellence in customer support. Based on their profound experience, SOFTSWISS experts share their insights on organising customer support services.
In-House vs Outsourced Services: Pros and Cons
Cost savings, flexible payments depending on the project scope and workload, increased operational efficiency and access to specialised expertise are undeniable advantages of outsourcing customer support services. What is more, an outsourced support team eliminates the need for investing in recruiting, hiring, training, and managing staff, allowing businesses to focus on core operations while reducing overhead costs.
The key advantage of the in-house model and something outsourcing typically lacks is greater control over a project. At the same time, outsourcing frees up time and human resources, enabling operators to prioritise high-impact strategic initiatives instead of being tied up with routine service management tasks.
When it comes to customisation, experts generally do not classify it as a distinct advantage or disadvantage of either model. At SOFTSWISS, when launching any iGaming project, the team requests operators to complete a specialised questionnaire. The responses are then used to customise customer support services to the unique needs of each project.
Crucial Customer Support Services
When setting up a back office for an iGaming project, the first step is to determine the ‘must-have’ services to be provided. Based on the SOFTSWISS expertise, the golden standard comprises the following:
- First-Line Support. To ensure a smooth project flow, an operator needs at least five in-house specialists to provide comprehensive player support. With the player base growing across various locations, additional specialists will be needed to offer multilingual support.
- Anti-Fraud Support. In some projects, a single professional may be able to handle all necessary tasks. The challenge is the high cost of such experts, which can vary depending on the country of recruitment.
- VIP-Player Support. VIP players generate around 60-80% of the project’s revenue and need an exceptional approach.
- Ongoing Retention Support. Developing marketing strategies and clear action points for increasing player loyalty and retention takes a lot of time and requires profound industry experience.
The costs for setting up an in-house service to address the above functions start at 25,000 euro, whereas outsourcing can reduce these expenses by nearly half.
Enhanced Customer Support Services
Several additional services play a critical role in increasing player loyalty, engagement, and lifetime value. SOFTSWISS experts highlight the following:
- Initial Retention Setup. It is a one-time service for preparing player segmentation and setting up welcome letters, bonuses, and promotional campaigns, allowing the project to start operating fully from day one. This service does not require ongoing attention.
- Player Reactivation. Experienced professionals help manage failed payments, and reactivate dormant players.
- Content Management. This service ensures a seamless user interface, up-to-date content, and a robust communication system. A clear and user-friendly website helps attract users and convert them into active players.
The minimal costs for additional services stand around 7,500 euro and differ only slightly whether organised in-house or outsourced. The challenge is independently setting up numerous unfamiliar processes from scratch, especially without prior experience. Additionally, some specialists may not be needed full-time, and arranging part-time work can often be inefficient.
Artyom Rudakov, Head of SOFTSWISS Managed Services, summarises: “The choice of the appropriate model for the customer support organisation depends on the specific needs of a business. It should rely on the project’s life cycle stage, forecasts, management capabilities and a business approach tailored to geographic geography and local labour market opportunities.
In some cases, a hybrid model, combining both in-house and outsourced support, can offer the best of both worlds. At the same time, the outsourced model allows the team to focus on project development and business growth.”
The SOFTSWISS will take part in the SBC Summit Lisbon on 24–26 September. To get more insights, partners can book a meeting at stand B-160.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka affiliate platform, the Sportsbook software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
Central Europe
SOFTSWISS Steps In to Assist Southern Poland After Severe Flooding
SOFTSWISS, a global tech supplier of software for the iGaming industry, along with its employees, has actively aided communities affected by the recent flooding in Southern Poland.
In September, Storm Boris brought devastating floods to Central and Eastern Europe, causing widespread damage. Torrential rains left thousands of homes submerged, severely impacting numerous cities in Poland, the Czech Republic, and Romania. In Poland, the southern regions were hit the hardest, with dozens of towns requiring urgent evacuations and support for affected communities.
To provide immediate relief, SOFTSWISS made a financial donation to the Wielka Orkiestra Świątecznej Pomocy, a well-known Polish charity organisation. SOFTSWISS has two development offices in Poland, allowing employees to quickly join the relief efforts and offer their assistance during the flood.
Under the company’s coordination, Polish employees packed boxes of over 100 kilograms of essential items, including food, hygiene products, and necessities such as matches, candles, and batteries. SOFTSWISS handed these supplies to Caritas Polska, a charitable organisation spearheading relief efforts for the affected areas.
Earlier this year, SOFTSWISS also organised a large-scale charity and awareness campaign to support flood-hit regions in Brazil.
“Unfortunately, natural disasters happen, and we don’t want to stand idly by. We strive to help in any way we can. This aligns with one of our core values, We See People, which applies not only to our employees. We always see the people beyond the business, and I believe our ESG initiatives reflect this,” said Natalia Perkowska, Deputy Chief HR Officer at SOFTSWISS.
The aid campaigns in Poland and Brazil are part of SOFTSWISS’ broader global strategy focused on social responsibility and sustainable development (ESG). The company also dedicates to long-term social and environmental projects, with notable initiatives such as participation in World Environment Day, Pink October, Movember, and various environmental protection efforts.
Recently, SOFTSWISS was recognised as The Best Employer of 2024 at the SBC Awards.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka Affiliate Platform, the Sportsbook Software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
Latest News
Altenar extends partnership with Swish Analytics to upgrade baseball betting offering
Leading sportsbook provider enhances US sports portfolio with expanded markets and micro-betting features
Altenar, a leading sportsbook and iGaming software provider, has extended its partnership with Swish Analytics to significantly upgrade its baseball betting markets, further strengthening its focus on US sports.
The Major League Baseball upgrade builds on Altenar’s existing offering, which includes same-game parlays, player specials, and pitcher lines. Powered by its partnership with Swish Analytics, the supplier is adding fast markets and micro-betting options, allowing players to wager on outcomes such as the next pitch, number of runs or speed of next pitch.
Founded in 2014, Swish Analytics is a leader in the US sports analytics, betting and fantasy sports verticals, renowned for its next generation predictive data products across the core four US sports. The provider has built its top-tier reputation as an Authorized MLB Data Distributor in the States since 2019.
Looking ahead to the 2025 MLB season, Altenar will expand its platform with live same-game parlays and live player specials, giving operators even more tools to engage baseball bettors.
These enhancements will provide Altenar’s operator partners with a broader range of betting options and reinforces the provider’s commitment to delivering tailored and engaging solutions for the US market.
Dinos Doxiadis, Sportsbook Product Development Manager at Altenar, commented: “We have invested heavily to create a great US product. At Altenar we’ve already built a top-tier offering for American football, ice hockey, and basketball, and this baseball upgrade completes the final piece of the puzzle.
“These new features will secure a competitive edge for our partners in the US sports betting market, providing them with more dynamic and engaging options.”
Aquisitions/Mergers
FDJ’s tender offer for Kindred succeeds, creating a European gaming champion
La Française des Jeux (FDJ) announces the success of its tender offer for Kindred Group plc, a leading player in the online betting and gaming sector in Europe.
At the end of the offer period ending on 2 October, 195,659,291 Kindred Swedish Depository Receipts (SDRs), representing 90.66% of the Group’s capital, were tendered. FDJ had also acquired 2,400,000 Kindred SDRs directly from Veralda, representing 1.11% of the Group’s share capital.
With the condition precedent of controlling more than 90% of Kindred’s share capital1 fulfilled, FDJ decided to complete the acquisition of Kindred Group plc. Settlement-delivery for Kindred shareholders who have tendered their SDRs to the offer will take place from 11 October and FDJ will implement a squeeze-out procedure on Nasdaq Stockholm.
In addition, FDJ announces that it is extending its offer until 18 October 2024 at 5 p.m. CEST to enable Kindred shareholders who have not tendered their shares to do so on unchanged terms, i.e. SEK 130 per SDR. Settlement and delivery will take place from 29 October.
Kindred is one of the top five online betting and gaming players in Western Europe, present in seven of the top ten European markets, chief among them the Netherlands, the UK, France, Sweden and Belgium. It offers a comprehensive online offering (sports and horse betting, poker and casino), operating brands such as Unibet and 32Red.
This transaction of nearly €2.5 billion creates a European champion with a diversified and balanced profile, based on monopoly activities, primarily lotteries, in France and Ireland, and on online sports betting and gaming activities open to competition in Europe.
The new combined group resulting from this offer will generate around 26% of its revenue internationally, and its online gaming range open to competition will account for around 27% of its business.
Stéphane Pallez, Chairwoman and CEO of the FDJ Group, said: “I am delighted to announce today the acquisition of Kindred, a leading European player in the competitive online betting and gaming sector. Kindred has strong brands, recognised technological excellence and an attractive growth and profitability profile, all of which will bolster FDJ’s strengths. The two groups also share high standards for responsible gaming and a business model that combines performance and responsibility. This acquisition creates a new European champion that intends to pursue its strategy of sustainable and profitable growth for the benefit of all its stakeholders.”
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