iGaming expert and software provider SOFTSWISS has published an overview of its Managed Services division for 2021. During the period, the division finalized its structure and highlighted key results, the company announced. Managed Services is available to SOFTSWISS’ Online Casino Platform clients as is described by the company as an important part of its solutions, offering support and maintenance to its partners.
In 2021, the division underwent a series of changes to its organizational structure, in particular, the split of VIP Player Support and Player Retention services into two separate services. Additionally, a new player reactivation team was created within Managed Services “to focus on getting users back into the game.”
The structure now comprises five core teams: First Line Support -handle incoming players’ requests and helps resolve issues-, Anti-Fraud Support -deals with suspicious activity and fraud detection-, VIP Player Support -focuses on targeted and personalized key player assistance-, Player Retention -helps to keep users in the game and increase their loyalty-, and Player Reactivation -constantly in touch with players who show reduced or no gaming activity-.
“One of the important achievements of 2021 was the finalization of the Managed Services team structure. We have highlighted five separate teams that are responsible for key areas of work,” said Vitali Matsukevich, Head of Managed Services. “Thanks to the experience gained, we have a clear understanding of how to build work in the B2C segment. This helps to promptly resolve issues and increase player loyalty, which directly affects the financial performance of a casino.”
📊SOFTSWISS Managed Services stats for 2021
After taking stock of the year, Managed Services is ready to share its insights for 2021.
Take a look at the past year’s results in more detail: https://t.co/8MFs6Ks3FH pic.twitter.com/jcwyE00ryv
— SOFTSWISS (@softswiss) January 31, 2022
In the past year, the First Line Support team handled more than 1,5 million chats and, on average, excluding emails, there were 200+ chats with players per day per agent. At the end of the year, the average Customer Satisfaction Index stood at 83%. These statistics correspond to all 55 clients that the team worked with in 2021.
According to the Anti-Fraud team’s results, the amount of confiscations in 2021 exceeded €14 million ($15.6 million), a 40% increase compared to 2020. One of the team’s major achievements was three ICA certifications, which increased the level of service and expanded the expertise of the staff. In turn, the number of requests handled rose by 35% to over 40,500.
“2021 was a landmark year for all Managed Services teams. The increase in the number of clients using the SOFTSWISS Online Casino Platform has had a direct impact on the number of players and operators we interact with,” said Artyom Rudakov, Deputy Head of Managed Services. “Unfortunately, this is also reflected in suspicious activity statistics, which we monitor very closely. In order to maintain the highest level of service for which we are valued by our clients, the Managed Services team has grown several times over 2021.”
In terms of 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 number of deposits VIP players have made in the casino, says SOFTSWISS. At the end of 2021, it amounted to over €189 million ($211.6 million). The team also saw monthly growth in GGR among VIP players of around 15-20%, resulting in an annual GGR of €107+ million ($119.8+ million).
📣We are pleased to announce that SOFTSWISS Managed Services has launched Player Reactivation.
Check out the novelty service here: https://t.co/80lxyEPtA1
— SOFTSWISS (@softswiss) January 26, 2022
Meanwhile, the Player Retention division has managed to engage more than 230,000 players over the past year, which is directly attributable to the launch of regular unique promos, from which users learn about campaigns, new providers and latest game releases. The conversion rate for such 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 ($336).
Despite its recent launch, the Player Reactivation team posted positive results, ending 2021 at nearly 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. The team ended the year with a total of more than €1,75 million ($1.9 million) in deposits. The average ROI per client was 220%.
“The main goal we set ourselves for 2021 was to provide the best B2C service in iGaming. I believe that we have succeeded,” added Matsukevich. “Not only the metrics, but also the feedback from our clients and players shows that we are moving forward in the right direction. A more targeted approach to players, segmentation of departments and team expansion allowed us to fare well among competitors.”