About Client
The client is one of the world’s largest sports betting and gaming groups, operating across more than 25 countries. The company manages millions of betting transactions across multiple sports, tournaments, and digital platforms.
To maintain competitiveness in a rapidly expanding market, the organization continuously invests in technology and analytics to improve player engagement. Strengthening its sports betting CRM capabilities became a priority for delivering faster campaign insights, improving player targeting, and enhancing the overall wagering experience.
Background
According to Research and Markets, the global sports betting industry is expected to reach USD 140.26 billion by 2028, growing at a CAGR of 10.1% from 2021 to 2028.
In-play or live betting has emerged as one of the most popular forms of wagering, attracting players throughout the year across major sporting tournaments. Gaming companies frequently experiment with new engagement strategies to capture greater market share in this fast-moving environment.
A key reason for the popularity of live betting is the excitement it generates during every moment of the match. Players can analyze evolving game conditions and place new bets while the event is still underway.
To fully capitalize on this dynamic environment, gaming operators increasingly rely on CRM for sports betting to monitor player behavior, optimize campaigns, and deliver timely incentives that encourage continued participation during live events.
Challenge
Our client wanted to accelerate the process of reviewing and crediting money won by their customers to increase the number of player visits and wagering.
- Sports betting companies usually take 24 to 48 hours for pay-out, which results in suboptimal customer satisfaction. What if the process can be reduced to a few minutes?
- The client’s CRM team sought to measure the campaign performance in near real-time to improve campaign effectiveness by better player targeting and segmentation.
Without a responsive sports betting CRM analytics framework, the team struggled to identify player activity trends, inactive segments, and opportunities to trigger timely engagement campaigns.
