Customer Operations department includes Online and Retail Customer Service teams, and Salesforce administration team. These 3 work closely together to continuously analyze and improve the ways we work, using the data available, and adapting to any operational or business critical requirement promptly and bravely. Online CS team responds on all kind of client queries, giving detailed information about practically anything that concerns planetwin365 and its players and helping them in relation to any products offered; sportsbook, casino, virtual games and poker. We are today helping 70% of our players in real time, while live chat represents the biggest channel. Retail team supports our Business Partners across Italy by using different means of communication and resolving all kinds of Partner requests related to the business. Salesforce administration team is in charge of administering, optimizing and improving the Salesforce CRM platform, as well as making sure that every new Salesforce related project is delivered successfully.
Customer Operations is where all the non-stop action is - from helping out customers to monitoring customers’ accounts along with reviewing KYC documentation. That is what The Fraud, Payments and Verification team is accountable for. Fraud damages business, brand reputation and customer trust. In the online space Fraud is ever evolving which is why it is important that we stay one step ahead. We are the frontline defence. It’s our job to prevent, detect and investigate all types of Fraud such as payment fraud, bonus abuse and account takeover. Payments is one of the most critical business functions. We need to provide our customers with an efficient and frictionless payment experience so they can deposit and withdraw funds smoothly. We monitor competitor sites, continuously recommend improvements to our payments flow along with building relationships with our PSPs.
The VIP Management makes sure that our business follow our Top Players activity on a daily basis, providing the best Bonus offer, a great service which prioritize their requests and a customized portfolio. Therefore, we are dealing with the smallest but most loyal and profitable part of our Customer base. VIP team Account managers are focused on specific cases like “reactivation”, “preventing customer attrition”, “upselling” and “retention” among the 1% of our Online Customer base and they are responsible for about 25% of the total Online Turnover. The Italian Sales team support the VIP management and take care of specific cases like “reactivations” and “GDPR consent”.