Operations

Our Operations teams are the voice of our business - they are the only department in daily direct contact with our players and partners.

Customer
Operation
Team work makes the dream work

Customer Operations department includes Online and Retail Customer Service teams, and Salesforce administration team. These three 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. We help 70% of our players in real time, with live chat being 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.

Fraud, Payment & Verification
Simple Solutions for Complex Issues

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’s important thatour Customer Operations team stays one step ahead.. It’s their 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. They provide our customers with an efficient and frictionless payment experience so they can deposit and withdraw funds smoothly.

VIP Retention and Experience
We are number 1

The VIP Management makes sure that our business follows our Top Players activity on a daily basis, providing the best Bonus offer, a great service which prioritizes their requests and a customized portfolio. Therefore, they deal with the smallest but most loyal part of our Customer base. VIP team Account managers are focused on specific cases like “reactivation”, “preventing customer attrition and “retention”, supported by the Italian Sales team.