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Custom presents the “Total Experience” for lottery, gaming and betting world

George Miller

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Custom presents the “Total Experience”
Reading Time: 4 minutes

 

“Total Experience”: hospitality, gaming, as well as betting and payment services intersect with the various facets of the technology. Custom is already present in over 76 countries around the world
 
Synergy between technologies, fiscal experience, the capacity to engage end customers and a service centre of excellence: Custom at ICE – Stand S3-310 – preempts the demands of the gaming, lottery and betting world and presents itself as a unique partner for players around the world, with over 15 years of experience.
Today, the world of gaming, lotteries and betting is passing through a period of intense development and fusion. From a simple location providing only betting or gaming services, it is now becoming an environment where you can enjoy a complete and relaxing experience, with restaurants, bars and music. End customers seek a “Total Experience”, which requires appropriate services and technologies that can meet people’s needs for comfort and entertainment. At ICE, Custom presents a new approach to this sector, thanks to more than 15 years of experience in gaming, lotteries and betting, with over 120,000 field-based terminals throughout the world, including 50,000 value adeed services integrated system.

Cross-sectoral technologies and solutions: a single partner for all needs

Today, Custom is the only player able to offer a range of hardware, software and service solutions to meet the new demands of the gaming world. Founded in 1992 and present in 15 fiscal markets and 76 countries around the world, with over 680 professional staff, six software labs and five production facilities (Italy, India, Romania, China and Brazil), the company has made a cross-sectoral approach one of its basic characteristics. The continuous development of diversified yet synergetic expertise and skills has enabled the company to excel in numerous markets, often being the first to propose specific solutions.  This strategic mindset allows an increase of vertical skills in certain sectors, which, when integrated, offer an approach totally centred on the operator’s needs, with close attention also given to the end consumer’s experience. The key example comes from the gaming world, where Custom supports its customers with a comprehensive offer that brings together hospitality solutions (POS PC systems, fiscal printers, cash registers and mobile devices) and those more targeted towards betting and gaming, such as high-speed scanners and industry-specific printers. Nowadays, however, betting outlets are increasingly used for the payment of services such as car tax, insurance, subscriptions and fines: for this range of needs, Custom also provides hardware, software and services for extensive and constant support in all phases of its customers’ business.

The Custom Service Centre: excellence since 2001

Custom anticipated what has now become a mantra by almost twenty years: the product is important but service is essential. On the strength on this conviction, the company employs a dedicated support staff of 300 technicians, available from 7.00 am to 9.00 pm each day, to attend to customers’ needs. At any time and in any place: this is the secret of a proximity service that achieves high KPIs for the closure of service tickets, with an 8-hour Service Level Agreement worldwide. An original, “made-to-measure” and truly next-business-day service, based on the evolution of the market and the needs and technology that revolve around the store from day to day. Custom service is capable of fully managing the store machine fleet, providing support for hardware and software, thanks to a synergy between automation, business intelligence and technological implementation. It extends to new openings, technological refurbishment, the periodic verification of fiscal products and the management of extra services (transfers, changes of company name, location changes and closures).

From augmented reality to hospitality services: gaming beyond gaming to build customer loyalty

Today, the world of gaming and betting, in all its forms, has become a place where diverse needs intersect: people seek recreation but also require catering and entertainment services. With its long experience in the world of hospitality, Custom presents a series of solutions at ICE 2020 that are becoming central to the world of gaming, lotteries and betting. POS systems, mobile devices, printers and software are now becoming cross-sectoral and allow gaming industry leaders to have a single contact for all their needs. An example is POSA (the Android Point-of-Sale system): an Android App that meets all cash point needs in a smart, fast and reliable way. Developed for the hospitality world, this app allows you to manage bookings, employees and customers, with a range of customisable features. However, Custom goes beyond this and is presenting a series of technologies in London designed to enhance the consumer experience through Augmented Reality: information content, video, game statistics, advertising and everything else that creativity can suggest. This technology ecosystem, which mixes real and virtual, becomes a major development driver, facilitating the work of operators on the one hand, and, on the other, offering greater engagement and retention of end consumers.

Integrated Data Intelligence to optimise productivity and workflow

Data is now the new petrol. Companies that can manage data smartly and effectively have a major competitive advantage. For this reason, Custom has developed a program with Data Intelligence solutions that makes the operator’s task smooth and agile, while, at the same time, providing an enjoyable experience for the end consumer. Faster payments, dedicated services, data storage and profiling: all these activities can optimise the entire workflow, with genuine benefits in terms of productivity and return on investment. Custom’s capacity to integrate hardware, software and services is a key element, particularly when it comes to Data Intelligence: each of the Italian company’s solutions, created in a synergistic perspective, where software features determine the form of the hardware, which, in turn, is natively organised to implement data-driven operations.

Industry News

Mindway AI Appoints Birgitte Sand as a Board Member

Niji Narayan

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Mindway AI Appoints Birgitte Sand as a Board Member
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Mindway AI has announced the appointment of former director-general of the Danish Gambling Authority Birgitte Sand as a board member.

Being the previous director-general at the Danish Gambling Authority for 12 years, Birgitte Sand brings extensive experience with regulating the gambling industry. She was responsible for a gambling licensing regime covering both betting, online casino, land-based casinos, lotteries and gaming machines. Today, Birgitte Sand is the CEO and owner of Birgitte Sand & Associates ApS and provides expert advice to governments and the gambling industry.

With Birgitte Sand entering the board of directors, the regulatory perspective in Mindway AI’s ongoing pursuit to create a sustainable and safe gambling experience is strengthened.

“We are very pleased to welcome Birgitte Sand as our new board member. From her many years as Director General at the Danish Gambling Authority and her national and international recognition, Birgitte has a level of regulatory expertise and insights that will further support our vision to improve responsible gambling and create a sustainable gambling environment,” Rasmus Kjaergaard, CEO of Mindway AI, said.

“I am extremely pleased to have this opportunity to support the expansion and deployment of software solutions that have so much to offer in both prevention and protection. Innovation in this area is highly sought after, and Mindway AI has in a short time created convincing solutions and at the same time demonstrated great potential,” Birgitte Sand said.

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Industry News

Holland Casino’s Gross Income Down 54% in 2020

Niji Narayan

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Holland Casino’s Gross Income Down 54% in 2020
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Holland Casino has reported a gross income of €333m for the full year 2020, a 54% decrease from the prior-year period.

The operator reported a loss before corporate tax of €80.7m, a 190% decline from 2019. Visitor numbers meanwhile were down 60% year-on-year to 2.5 million, largely due to government restrictions amid the ongoing Covid-19 pandemic, with the firm’s 14 branches closed for the majority of 2020.

Throughout the year, the venues were completely closed for 143 days, open with restrictions for 151 days, and open without restrictions for 71 days. Average spend per visit did, however, increase by 14% year-on-year to €133.

“Despite the constantly changing circumstances and major challenges that this crisis year caused, I firmly believe that we will get through it well,” Erwin van Lambaart, CEO of Holland Casino, said.

“This is due to the resilience of our people, general government support measures, focus on cost control and a clear strategic investment vision for the future. Together, this has meant that we were always able to anticipate the consequences of this crisis.”

Looking to the future, the operator commented: “Holland Casino is a cyclical company and will therefore suffer from the expected economic recession. Nevertheless, the company is optimistic about the future. The restructuring means that everyone is in the right place, the organization is more efficient and agile, and there is a future-proof new structure that guarantees continuity.”

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Industry News

UK Court Clears William Hill’s £2.9B Takeover by Caesars

Niji Narayan

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UK Court Clears William Hill’s £2.9B Takeover by Caesars
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William Hill has said that its £2.9bn takeover by Caesars Entertainment had been cleared by a UK court despite shareholder protests.

The bumper merger had been held up by a court hearing after minority shareholder HBK Capital Management raised concerns about disclosures relating to the deal.

HBK and fellow US hedge fund GWM Asset Management both wrote to the board arguing that the terms of the joint venture were not properly disclosed by William Hill last year.

The court process was delayed for almost three weeks, but in the latest statement, the bookmaker said the deal had been sanctioned by the court.

The deal, which was agreed in September, highlights efforts to cash in on the burgeoning US betting market amid a relaxation of regulations.

“The opportunity to combine our land based-casinos, sports betting and online gaming in the US is a truly exciting prospect,” Tom Reeg, chief executive of Caesars, said.

“William Hill’s sports betting expertise will complement Caesars’ current offering, enabling the combined group to better serve our customers in the fast growing US sports betting and online market.”

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