Salesforce Service Cloud for iGaming company
Salesforce development

Increased revenue and loyalty with Salesforce Service Cloud for igaming company

About the client is a global iGaming company offering a catalogue of games like video slots, table games, virtual sports and a live casino. The company offers 3,150 online games, serves over 5 million customers worldwide in 42+ markets globally. 

The challenge

With the goal of improving communication with customers and providing better customer support, team sought the help to upgrade their existing Salesforce implementation. The team at Newage had an ambitious goal to meet – deliver excellent customer service with 360-degree view of customers.  

The solution
  • Integrated messenger services into client’s website and custom telephony for callback automation;
  • Integrated analytics into existing reporting tools for real-time updates on incoming requests;
  • Optimized support team workload with triggers, transcript styling, and live chat extensions.

Salesforce Digital Engagement extension was added on top of Service Cloud Enterprise Edition providing a consistent service across various channels while using messaging apps WhatsApp, Facebook Messenger, and Web chat. It ensures that customer engagement could be done on any device, which also helps in delivering exceptional customer experience.

As the next level of support, it is planned to tie together certain data from the iGaming platform back office with Salesforce CRM.

The result received a comprehensive customer support process based on Salesforce functionality that allowed players to easily reach out with any questions or issues they experienced while using the casino platform, while also allowing managers to track and analyze customer interactions.

Beyond the dramatic increase in service speed and revenue, has also seen:

  • 20% improved retention and customer engagement due to personalised and data-driven customer support
  • 20% increase in the speed of chat transcription processing by quality control managers.
Oto Chalagashvili
Oto Chalagashvili
CEO at
The success of our Salesforce engineering project with was a testament to the power of modern technologies. Our business has seen the fruits of improved customer support and boosted efficiency as a result. We are proud to have been part of this transition that holds so much potential for our future.

Let’s talk

With our extensive Salesforce experience and expertise, we are confident that we can deliver a solution that will exceed your expectations.

For partnership contact us on
[email protected]

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