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SOFTSWISS Managed Services: 2021 Overview

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In 2021, SOFTSWISS Managed Services finalised its structure and highlighted key results. As an important part of SOFTSWISS solutions offered to clients to support and maintain their brand, Managed Services has expanded the list of provided services. The statistics presented reflect the division’s performance from January to December 2021.

Managed Services is available to all the SOFTSWISS Online Casino Platform clients. The most important highlights in the development of Managed Services in 2021 were the changes in the organisational structure. In particular, the split of VIP Player Support and Player Retention services into two separate services. In addition, a new player reactivation team was created within the Managed Services to focus on getting users back into the game.

As a result, the Managed Services structure comprises five core teams at the end of 2021:

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  • First Line Support. Handles incoming players’ requests and helps resolve issues arising. 
  • Anti-Fraud Support. Responsible for dealing with suspicious activity and fraud detection.
  • VIP Player Support. Focuses on targeted and personalised key player assistance.
  • Player Retention. Helps to keep users in the game and increase their loyalty to the casino.
  • Player Reactivation. Constantly in touch with players who show reduced or no gaming activity.

“One of the important achievements of 2021 was the finalisation of the Managed Services team structure. We have highlighted five separate teams that are responsible for key areas of work with players.  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,” said Vitali Matsukevich, Head of Managed Services. 

In the past year the First Line Support team has managed to handle more than 1,5 million chats, which is an impressive result. 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 per cent. These are the overall statistics for all 55 clients that First Line Support services worked with last year.  

According to the Anti-Fraud team’s results, the amount of confiscations in 2021 exceeded 14 million EUR, a 40% increase compared to 2020. One of the team’s major achievements were the three ICA certifications, which increased the level of service and expanded the expertise of the Anti-Fraud support 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. 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. Therefore our clients can be sure that their players are in good hands,” commented Artyom Rudakov, Deputy Head of Managed Services.  

When it comes to 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 VIP players have made in the casino. At the end of the year it amounted to over 189 million EUR. The team saw monthly growth in GGR among VIP players of around 15-20%, resulting in an annual GGR of 107+ million EUR.

The Player Retention division has managed to engage more than 230,000 players over the past year. This is directly attributable to the launch of regular unique promos, from which users learn about campaigns, new providers and the 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 EUR.

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Despite the recent launch, the Player Reactivation team ended 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. As a result, the team ended the year with a total of more than €1,75 million in deposits. In turn, 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! 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,” summed up Vitali Matsukevich, Head of Managed Services. 

 

About SOFTSWISS

SOFTSWISS Managed Services works in combination with SOFTSWISS Products to deliver additional value to iGaming operators and players alike. Managed Services include First Line Player Support, Dedicated Anti-Fraud Support, VIP Player Support, Player Retention, and Player Reactivation.

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SOFTSWISS is a widely-acclaimed iGaming expert, supplying certified software solutions for managing online gambling operations. The company has an international team, which counts 1,000+ employees and has an official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS holds a number of gaming licences, including Curacao, Malta, Estonia, Belarus, Belgium, Sweden, Nigeria, Ghana, Serbia and Greece. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, the Affilka affiliate platform, Sportsbook Platform and the Jackpot Aggregator. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimised online casino solution.

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7777 gaming signs strategic agreement with R. Franco Digital, expanding reach in Spain and Latin America

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7777 gaming signs a strategic agreement with R. Franco Digital, a prominent player in the gaming sector and part of the Orenes Group. This partnership sees 7777 gaming’s extensive portfolio of casino content distributed across Spain and key markets in Latin America, where R. Franco Digital has a significant presence.

Through this agreement, players in these regions will gain access to 7777 gaming’s popular and diverse titles, including Devil’s Deal Soul for Sale, Cash 100, Crazy 100 Bucks, Thracian Treasures, Crazy 20 Bucks, Barbarian, Candy Anyways, Club Mr. Luck, Jinn, Sea of Treasures, and many more. Known for their innovative features and captivating gameplay, these games are set to bring a fresh wave of excitement to players across Spain and Latin America.

Zhana Aleksandrova, Business Development Manager for Spain & Latin America at 7777 gaming, commented: “The signed agreement with R. Franco Digital gives us another level of motivation and dedication to two very important markets for us – Spain and Latin America. R. Franco Digital has a strong presence, a wide network of partners, and an audience that loves exciting and innovative casino games. We are confident in our mutual success and are looking forward to receiving feedback from the players’ community.”

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Guillermo Ruipérez, Head of Sales at R. Franco Digital, added: “We always strive to adapt our offerings to the requirements of our clients and their players. Our partnership with 7777 gaming aligns with our mission to offer the latest and most innovative gaming concepts available on the market right now. We are constantly upgrading and expanding our portfolio of providers to ensure that our clients are satisfied with what we can offer.”

This collaboration represents a significant step forward for both companies, as they work together to bring high-quality, engaging casino games to new and existing players in these vibrant markets.

The post 7777 gaming signs strategic agreement with R. Franco Digital, expanding reach in Spain and Latin America appeared first on European Gaming Industry News.

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Asia

AFC signs MoU with IBIA to strengthen fight against match-fixing

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The Asian Football Confederation (AFC)’s resolve to protect and safeguard the beautiful game in Asia was further underlined today through the signing of a four-year Memorandum of Understanding (MoU) with the International Betting Integrity Association (IBIA).

Moving forward, the AFC and IBIA will work closely to detect irregular betting patterns and suspicious activities in football matches across Asia. IBIA, through its Monitoring and Alert Platform, will share real-time data on suspicious betting activity with the AFC, further enhancing the AFC’s abilities to promptly investigate potential match manipulation.

The AFC General Counsel and Director of Legal Affairs, Mr. Andrew Mercer said: “The AFC’s Vision and Mission has outlined our steadfast ambitions to uphold the highest ethical and sporting standards, and we are committed towards preserving our key tenets of fair play and integrity.

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“Leveraging on strong collaborations with the world’s leading organisations is imperative to our fight against match-fixing and this MoU with IBIA further strengthens our ability to ensure football in Asia remains clean for the benefit of our future generation of fans, players and all our valued stakeholders.”

Khalid Ali, CEO of IBIA, said: “Cooperation is a vital part of any effective integrity monitoring and investigatory framework and IBIA is delighted to be able to strengthen its relationship with the AFC through this important information sharing collaboration. For its part, IBIA will seek to safeguard the AFC ecosystem by utilising the monitoring of its members’ global customer account activity, which covers over $300bn in sports betting per annum.”

Mr. Mercer, added: “The AFC is committed to promoting integrity, ethics, and fair play in Asian football and we are pleased to work with IBIA as we strive to enhance our capabilities to monitor and address suspicious activities, ensuring that football in Asia is safeguarded from the threats of match manipulation.”

The MoU between the AFC and IBIA marks a significant step forward in the fight against match-fixing in Asian football with both organisations dedicated to creating a secure environment for the sport, fostering trust amongst fans, players and all stakeholders.

The post AFC signs MoU with IBIA to strengthen fight against match-fixing appeared first on European Gaming Industry News.

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ELA Games Concludes a Successful SBC Summit

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ELA Games, an innovative game studio, successfully concluded its participation in the prestigious SBC Summit in Lisbon. Over the course of the multiday event, the team demonstrated multiple games and new content to guests.

Over 25,000 delegates attended the networking conference, and the ELA Games team welcomed iGaming professionals, operators and industry leaders at its accommodating stand. Interest and attention around the studio’s new games and upcoming titles flourished as current and prospective partners and customers visited the stand to demo ELA Games’ offerings.

Joker Cashpot and Devil’s Treasures were key points of interest for visitors. The team described Joker Cashpot’s unique gameplay mechanics and outlined the game’s success. Visitors were also intrigued by Devil’s Treasures’ captivating PopWins™ mechanics, which allows players to chain together massive wins. Apart from these two key games, the team highlighted new releases like AquaMafia and Farm Hunt.

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David Fall, ELA Games’ Business Development Manager, commented on the studio’s attendance at the event, saying, “It’s always a pleasure to meet current and prospective partners, as it allows ELA Games to gather feedback and communicate with the public directly. The SBC Summit was a great success for our studio as we made valuable additions to our professional network and feel motivated to close 2024 strong. We look forward to future events where we can continue to demonstrate our growth.”

The ELA Games studio held key discussions with industry figures and outlined the company’s recent expansion. In 2024, ELA Games committed to double its game output to two titles per month. To facilitate this increase in production, the studio underwent a massive change, doubling its creative and technical teams. This news was well-received by partners, who are excited to see how ELA Games will continue to create innovative and high-performing games.

ELA Games has more expansive plans for 2024 Q4. It will continue to publish two games per month and attend key industry events. You can meet David Fall and the team at the SiGMA Summit Europe in Malta from November 11 to 14.

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