Email: sales@simple.works
Customer engagement and retention is everything a business would think of right now in its core strategy given the challenging times, and it is no different in the immensely popular gaming industry.
Satisfied customers are more prone to establish loyalty which in return generates repeat purchases and promotes the casino with positive word of mouth. Providing value to customers is crucial in comparison to achieving customer satisfaction. This is where Customer Relationship Management software or CRM allows casinos to track the activity of their customers to identify which customers contribute the most to the casino. This allows casinos to target or deliver specific campaigns and promotions to different customers based on their preferences. With a deep understanding of their customers, casinos can create value which can be translated into customer loyalty, retention, and higher profits.
With digital transformation within organizations are attracting heavy investments, its become increasingly important to choose the best business-fit CRM solution that eventually helps companies like Bally’s Casino to enhance customer experience, increase retention and remain profitable in the long run.
Although the CRM software market is highly dense a good platform with the ability to scale on demand and is flexible to accommodate specific business requirements can bring in immense value.
Bally’s strategy is to grow their customer base of Casino Players and improve service through a combination of processes, actions, and technology. It typically involves the promotion, marketing, and customer service functions of a business combined with excellent communication, feedback and follow up reporting services
While CRM’s play a key role in achieving the said objectives, the right platform can bring in other benefits in the long run with value added customized offerings such as
An augment yet unified view of a customer’s journey with the casino
Customer personas – Identifying and tagging customers under different personas
Personalised experiences based on gaming skills, deposits, and other preferences
Segmenting & Targeting – Segment customers based on various demographics
Organized yet controlled access to customer information for relevant departments
The use of AI technologies to provide proactive customer experience
BI to understand the customer better
‘Bally’s core database had been incomplete and disjointed to the point where we were spending twice the amount of time and effort to source the information, and with a growing customer base it was difficult to offer the Customer Service we always desired. SimpleCRM has provided Bally’s Operational Management the perfect tool to offer our customers what they really want and not what we think they want.’’ – Tony McMillian – GM Gaming Operations
“SimpleCRM has unparalleled experience in digitizing, decoding, and delivering value across various industry verticals. We are proud to deliver a comprehensive CRM solution that helps Bally’s stay on top of the digital customer engagement game ‘’ Zameer Ahmed – SimpleCRM Country Manager, Sri Lanka
With SimpleCRM’s solution implemented in Bally’s Casino, the property now has the capability of utilizing database marketing and decision based analytical tools to deliver an experience that is sought out by customers.
With the introduction of unified customer information view or Customer360, Bally’s was now able to drill down on information relating to each customer from basic information to more detailed preferences such as most played game, preferred food and beverages, hotel stays and travel etc. With such data, customers could in future be recommended with their preferences and requirements even before them reach out to the staff
Customer travel history could be tracked from the point of entry to the country to their exit, allowing for their stay to be enhanced with additional amenities such as travel and casino visits.
Campaigns and promotions could be delivered to customers with finer parameters such as region, preferred language, most played game, preferred visiting season etc. Customers as a result who interact with these campaigns across platforms such as email, WhatsApp and Telegram providing more valuable feedback when compared to broadcast campaigns.
The ROI can be summarized to fostering enduring relationships with customers which was accomplished through the CRM solution. By treating each customer based on their experience and individual value to the casino, Bally’s is poised to gain a significant competitive advantage to its rivals in the digital transformation age especially in the south Asian market.
As per Bally’s the immediate effect on Bally’s Operations using the SimpleCRM System will vastly improve customer visits, customer retention and loyalty combined with an improve Marketing and overall Casino operational awareness to their customers’ needs and wants. It is projected that the introduction of a new this new age platform like SimpleCRM they are bound to see a 20% increase in revenue in the next 6 months.
Bally’s Limited is the largest and most luxurious Casino in Colombo, located in the heart of the Colombo close to most 5 Star Hotels and the commercial hub of Sri Lanka. Bally’s is a long-established Casino with a reputation for respectability and warm hospitality.
The Casino operates 24/7 with more than 100 gaming tables and 58 slot machines and has been in operation since 1995. The Casino also includes a high-profile VIP area, an elegant bar, a classy restaurant along with live entertainment every night.
https://ceo.lk/game-on/
