In a market where products and services often blur into sameness, exceptional customer support can be a game-changing differentiator. AdmiralBet recognized this opportunity and took it a step further: customer support had to transcend traditional roles and become part of a broader narrative focused entirely on enhancing the customer experience—a mandate that promised to set the company apart as a leader in the industry.
At AdriatiCON, Olja Drašković Crevar, the Head of Customer Experience, demonstrated how Salesforce Service Cloud revolutionized AdmiralBet and its sibling, PinnBet.
As part of the Novomatic group—a leading global gaming technology company with a 40-year presence in over 120 countries—AdmiralBet has transformed customer interaction management in the gambling industry since its 2021 launch in Serbia and expansion into Croatia and Slovenia.
Boosting Customer Support to Stay Ahead
Olja kicked off the session by highlighting the hurdles that AdmiralBet encountered before adopting Salesforce.
The company struggled with disconnected systems, leading to inefficient customer support, inconsistent data handling, and delayed response times.
In the fast-paced gambling industry, these issues were simply not sustainable. AdmiralBet had to change their customer support fast to keep up with the competition.
Success Story: Streamlining Operations and Boosting Customer Satisfaction
Integrating Salesforce Service Cloud into AdmiralBet’s operations has significantly elevated efficiency and enriched customer relations across multiple touchpoints.
A key achievement has been resource management optimization, which now enables customer service agents to manage multiple interactions at once without sacrificing quality. This improvement has curbed the need for constant staff increases, even as the customer base grows.
Additionally, by centralizing customer communications, AdmiralBet has significantly reduced redundant contacts. Customers now engage through a singular, cohesive platform, eliminating the confusion of multiple channels and ensuring a smoother experience.
This unified and efficient communication strategy streamlines operations and enhances the overall customer experience, seamlessly integrating every interaction with AdmiralBet.
Want to learn how AdmiralBet transformed CX with us?
Let’s talk about what Salesforce can do for your business — book a free consultation with our team.
The Ideal Match for AdmiralBet Success: Salesforce and Agilcon
Adopting Salesforce Service Cloud at AdmiralBet went beyond just updating technology—it was about transforming how the company interacts with its customers.
Olja emphasized the step-by-step strategy of implementation that allowed AdmiralBet to tailor Salesforce to their unique needs. This approach ensured they could adjust the system flexibly, matching their available resources and priorities.
Key features of Salesforce that AdmiralBet leveraged include:
- Centralized Data Management: Integrating customer data from various channels into a single platform to provide a unified and comprehensive view of customer interactions.
- Real-Time Responsiveness: Utilizing real-time data access to enhance the responsiveness of customer support, ensuring that customer queries are addressed promptly and efficiently.
- Customization and Flexibility: Tailoring the Salesforce interface and functionalities to meet the unique requirements of AdmiralBet’s customer support processes.
This strategic integration highlighted Salesforce’s role as a tool and a pivotal part of AdmiralBet’s commitment to excellent customer service.
“Agilcon’s proven expertise, deep understanding of our specific needs and ability to quickly grasp the requirements and tailor their approach accordingly made them an ideal partner for us.”
It was crucial for AdmiralBet that their customer support transformation would be handled by a team that not only understood their technical needs but also shared their vision for exceptional customer service.
Key Lessons and Insights
Olja shared several insights critical for similar implementations in the gambling industry or other sectors:
- Strategic Planning: A well-planned implementation strategy that includes understanding and integrating backend processes is crucial.
- Customization: Tailoring the system to meet specific business needs while accommodating future scalability is essential for maximizing the benefits of Salesforce.
- Continuous Improvement: The journey doesn’t stop at implementation; continual refinement and updates are necessary to adapt to changing business needs and customer expectations.
The result? A truly omnichannel experience that connects mobile, web, and in-store interactions, ensuring customers enjoy a unified and effortless journey, no matter how they engage with Merkur.
Using Technology for Transformational Change
AdmiralBet’s journey with Salesforce Service Cloud exemplifies the transformative power of advanced CRM platforms to reshape customer experiences. Shifting from traditional, reactive customer service to a proactive, strategic approach in interaction management, AdmiralBet has streamlined operational efficiency and significantly uplifted customer satisfaction.
Ready to revolutionize your customer experience like AdmiralBet? Contact us today and start your own journey towards transformative success with technology!
Contact us
"*" indicates required fields
