Managed Services

Managed Services is a part of SOFTSWISS solutions offered to clients to facilitate their iGaming brand growth.

Providing full-cycle player care, our support teams are the link between player and platform. The services are not only integral to improve the user experience and spotting technical errors but help to enhance the client’s financial performance and provide fraud protection for their business.

When it comes to expertise and flexibility, SOFTSWISS Managed Services help to foster the success of clients’ brands.

Get proposal

Expertise

Operational support teams tailored to any brand

Innovation

Sound balance between automated and human support

Security

Trained and certified support professionals

Core Services

Discover any combination of the six casino and sports managed services we offer.

First Line Support

24/7 live chat and email support delivered in 3 languages: English, German, and Russian

Anti-Fraud Support

Check against fraudulent transactions and player activity

VIP Player Support

Go the extra mile with your most valuable players

Player Retention

Bonusing and promotion that keeps the player coming back

Player Reactivation

Working with dormant and inactive players to prevent player churn

Content MANAGEMENT

Full content support for online casino brands from scratch

Customer Support Excellence

SOFTSWISS is one of the few companies to offer in-house support teams working exclusively with the Casino and Sportsbook Platforms.

First Line Support

SOFTSWISS can take over support of your players. Our qualified customer support associates will communicate with your players via live chat and emails.

React to any questions or requests from your casino players
Handle issues or bugs reported by players
Perform KYC checks on the players who request withdrawals
Disable player accounts upon self-exclusion requests
Make payouts to players
Update information on players in the online casino’s CRM system
Award bonuses and free spins to players, according to the casino’s marketing strategy
Whenever possible, behave proactively: recommend new games to players and tell them about current promotions

Anti-Fraud Support

SOFTSWISS has amassed substantial expertise in combatting player fraud, be it fraud related to payments, gameplay, casino bonuses, or KYC procedures. The service provides daily assistance to investigate any suspicious cases working with the casino operator and the First Line Support team.

Anti-Fraud Support offers two levels of service: Mandatory and Additional. Additional services include all the functionality of Mandatory services, broadening and complementing them.

Mandatory Anti-Fraud Services

Investigate suspicious activity
Copies of processed personal data available for collection on player request
Regularly review casino activity for compliance with Terms & Conditions and KYC/licence requirements in order to prevent or manage complaints and risk exposure
Submit requests for gameplay checks to game providers
Manage player complaints received directly from regulators, iGaming forums, or casino mediators

Additional Anti-Fraud services

Establish daily playerbase reporting, including verification of significant wins etc.
iGaming expert assistance in resolving player conflicts and complaints from regulators, iGaming forums, or casino mediators
Carry out advanced security checks
Responsible Gambling (compulsive player detection, self-exclusion period checks; implementation of addiction-relief strategies)
Bonus abuse and player balance monitoring

VIP Player Support

iGaming operators understand the value of working with high rollers. SOFTSWISS offers professional services to enhance their loyalty and give maximum attention to the casino’s top players.

Dedicated approach towards VIP players
VIP player text support
Expanding and segmenting the VIP player base
Anticipating VIP player needs
Identifying and implementing the best customer bonus strategies for VIP players based on their preferences and gaming experience

Player Retention

Attracting a new player is always more costly than engaging an existing one. Due to their expertise and top-notch communication skills, our multilingual team can help increase player loyalty for SOFTSWISS clients.

Bonus and VIP programs

Setting up the bonus policy
Supporting brand loyalty and promotional efforts by developing various bonus packages
Launching non-standard promotional strategies (lotteries, tournaments, etc.)

Promotional and retention email campaigns

Player database segmentation to create targeted retention campaigns
Personal email strategies for VIP players

Game management

Promotional campaign assistance: developing special game categories for branded events
Support in choosing the right games for promotion

Player Reactivation

Player interest in a game can fluctuate. The fact is that engaging an acquired player is far more cost-effective than bringing in a new one. Through personal contact with players via calls and messengers, the Reactivation team minimises player churn, increases deposit sums, and boosts the overall player online gambling experience.

Dormant and inactive player engagement through person-to-person contact
Active guidance for players with unsuccessful deposits.
Enhancement of affiliate marketing through an integrated customer outreach strategy
Proactive regular feedback from the audience in order to improve performance
A personalised and progressive style of communication with players
Reactivation specialists serve within the framework of Responsible Gambling initiatives
Development and implementation of tactics to notify players of special offers and bonuses based on their interests and activity levels

CONTENT MANAGEMENT TEAM SERVICES

If clothes make the man, an iGaming brand relies on its website. A comprehensive communication system, an easy-to-use user interface, and timely content updates are the minimum requirements you need to ensure in order to expand your player base.

Our dedicated content team is ready to provide top-notch frontend, game section and content management services to maintain a website that converts.

Completing the site with the latest content, including updating banners and localisations for different GEOs
Ensuring comprehensive marketing support for non-standard promotions (lotteries, tournaments, etc.)
Website game lobby management, highlighting the hottest and most popular games
Adding new games and performing game recalls from the game list
Selecting the most optimal games to use in promotions
Checking if information across the casino website reflects all current promos
Suggesting and implementing changes to the casino’s Terms of Use