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Casino CRM Software


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Salesforce.com logo
 
Salesforce.com offers a variety of casino and gaming industry-specific features -- from travel management for VIP guests to reservation confirmation and scheduling tools. This cloud-based solution is also extremely intuitive.
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Salesforce.com offers a variety of casino and gaming industry-specific features -- from travel management for VIP guests to reservation confirmation and scheduling tools. This cloud-based solution is also extremely intuitive.
 
ProsperWorks CRM logo
 
ProsperWorks is a cloud-based customer relationship management tool that gives users complete views of their customers. The program is applicable to any industry, including advertising, distribution and real estate. The ProsperWorks... Read More
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ProsperWorks is a cloud-based customer relationship management tool that gives users complete views of their customers. The program is applicable to any industry, including advertising, distribution and real estate. The ProsperWorks... Read More
 
Infusionsoft logo
 
Infusionsoft offers a full CRM solution for the small business owner, with added features to support e-commerce. It is ideal for the gaming and casino industry, where sales and client knowledge are of the utmost importance.
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Infusionsoft offers a full CRM solution for the small business owner, with added features to support e-commerce. It is ideal for the gaming and casino industry, where sales and client knowledge are of the utmost importance.
 
Base logo
 
Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
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Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
 
Less Annoying CRM logo
 
Less Annoying CRM is a customer relationship management solution that caters to the needs of small businesses. It offers cloud-based deployment, various configuration options and a dashboard that provides an overview of contact information,... Read More
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Less Annoying CRM is a customer relationship management solution that caters to the needs of small businesses. It offers cloud-based deployment, various configuration options and a dashboard that provides an overview of contact information,... Read More

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Claritysoft logo
 
Claritysoft is a customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within a single solution. Claritysoft... Read More
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Claritysoft is a customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within a single solution. Claritysoft... Read More
 
NetSuite logo
 
Netsuite's CRM solution is a great fit for the small to midsized gaming and casino operation. it includes features for project and resource management, as well as robust tools for client management to keep your visitors happy.
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Netsuite's CRM solution is a great fit for the small to midsized gaming and casino operation. it includes features for project and resource management, as well as robust tools for client management to keep your visitors happy.
 
PipelineDeals logo
 
PipelineDeals allows users to manage their contacts, qualify leads, and track leads and deals within a singular, cloud-based program. The system provides both sales engagement and CRM while providing daily pipeline snapshots, real-time... Read More
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25
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PipelineDeals allows users to manage their contacts, qualify leads, and track leads and deals within a singular, cloud-based program. The system provides both sales engagement and CRM while providing daily pipeline snapshots, real-time... Read More
 
SalesNOW logo
 
SalesNOW by Interchange Solutions Inc. is a cloud-based CRM platform that can be used on laptops and desktops via web browser or any connected mobile device. The system offers applications designed specifically for Android, iPhone,... Read More
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SalesNOW by Interchange Solutions Inc. is a cloud-based CRM platform that can be used on laptops and desktops via web browser or any connected mobile device. The system offers applications designed specifically for Android, iPhone,... Read More
 
SAP Digital CRM logo
 
SAP Digital CRM is a cloud-based customer relationship management (CRM) solution suitable for small to medium-sized businesses across a variety of industries. Key features include contact, lead and opportunity management, a customer... Read More
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SAP Digital CRM is a cloud-based customer relationship management (CRM) solution suitable for small to medium-sized businesses across a variety of industries. Key features include contact, lead and opportunity management, a customer... Read More

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Hatchbuck logo
 
Hatchbuck is a sales and marketing solution designed for small to midsize businesses. The integrated solution offers combined sales automation, marketing automation and email marketing features. Hatchbuck is a good fit for a wide range... Read More
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Hatchbuck is a sales and marketing solution designed for small to midsize businesses. The integrated solution offers combined sales automation, marketing automation and email marketing features. Hatchbuck is a good fit for a wide range... Read More
 
Really Simple Systems logo
 
Really Simple Systems CRM is a cloud-based customer relationship management (CRM) system designed for small and midsize organizations. The solution comes in both free and paid editions. The free edition offers only sales force automation... Read More
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Really Simple Systems CRM is a cloud-based customer relationship management (CRM) system designed for small and midsize organizations. The solution comes in both free and paid editions. The free edition offers only sales force automation... Read More
 
inContact Hosted Call Center logo
 
inContact is a leading web-based call center system that can be used in the gaming and casino industries by sales and customer service agents to manage inbound and outbound calls.
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inContact is a leading web-based call center system that can be used in the gaming and casino industries by sales and customer service agents to manage inbound and outbound calls.
 
Freshdesk logo
 
Freshdesk enables casino and gaming industry buyers to streamline customer communications across all channels -- be that via chat, social media, phone or email. This web-based solution is also extremely user friendly.
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Freshdesk enables casino and gaming industry buyers to streamline customer communications across all channels -- be that via chat, social media, phone or email. This web-based solution is also extremely user friendly.
 
TeamSupport logo
 
TeamSupport provides a customer support solution for gaming and casino organizations with key features, such as The Knowledge Base, which helps prioritize common customer issues.
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TeamSupport provides a customer support solution for gaming and casino organizations with key features, such as The Knowledge Base, which helps prioritize common customer issues.

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VanillaSoft Pro logo
 
VanillaSoft is a powerful sales management software designed for inside sales teams. This solution combines important features for CRM, lead management and telemarketing in an easy-to-use, simple solution that can be accessed from... Read More
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VanillaSoft is a powerful sales management software designed for inside sales teams. This solution combines important features for CRM, lead management and telemarketing in an easy-to-use, simple solution that can be accessed from... Read More
 
Pipedrive logo
 
Pipedrive is a web-based Sales CRM and pipeline management solution that enables businesses to plan their sales activities and monitor deals. Built using activity-based selling methodology, Pipedrive streamlines every action involved... Read More
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Pipedrive is a web-based Sales CRM and pipeline management solution that enables businesses to plan their sales activities and monitor deals. Built using activity-based selling methodology, Pipedrive streamlines every action involved... Read More
 
PhaseWare Tracker logo
 
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
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PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
 
Five9 Cloud Contact Center logo
 
Five9 provides advanced tools for managing gaming and casino industry call centers, regardless of whether they provide inbound, outbound or blended service. The hosted system also easily integrates with many popular CRM systems.
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Five9 provides advanced tools for managing gaming and casino industry call centers, regardless of whether they provide inbound, outbound or blended service. The hosted system also easily integrates with many popular CRM systems.
 
TRACK Pulse logo
 
TRACK Hospitality Software offers a flexible suite of applications for hotels, resorts, and vacation rental management companies. This web-based system is platform agnostic, and offers mobile-OS specific apps for Android, Windows Phone,... Read More
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TRACK Hospitality Software offers a flexible suite of applications for hotels, resorts, and vacation rental management companies. This web-based system is platform agnostic, and offers mobile-OS specific apps for Android, Windows Phone,... Read More
 

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: April 25, 2017


The house, they say, always wins. When it comes to games of chance, casinos do have the upperhand. But businesses in the casino and gaming industry don’t compete only with their customers. They are, after all, businesses. As such they also compete for their customers against others in their industry. In the context of competition within the gambling industry, no particular “house” always wins. It’s an ongoing and highly competitive game … with something like $70B on the table!

In the competition for customers, casinos have many tools at their disposal. Comps—free gifts given to customers from casinos—are used to woo new customers, keep existing customers at the tables or slot machines longer, and keep high-rollers from rolling down the strip to a competitor’s casino. But comps are hardly a new tool. They’ve been around so long they’re now an expected part of the casino experience. They’re so commonplace that they’ve lost a little of their power as a competitive differentiator.

Casinos have therefore been branching out with their customer relationship strategies. They’ve been turning to a variety of software solutions to help them provide better, more tailored customer experiences. Gaming and casino customer relationship management (CRM) software is one such solution, offering casinos the upper hand as they compete with one another for customers.

In this Buyer’s Guide we look at gaming and casino CRM software and answer the following questions:

What Is Gaming and Casino CRM Software?
What are the Common Features of Gaming and Casino CRM Software?
How to Evaluate Gaming and Casino CRM Software?

What Is Gaming and Casino CRM Software?

Gaming and casino customer relationship management (CRM) software helps casino managers monitor their most important asset: their customers. Casino CRM software focuses on customer service, marketing and customer analytics. It allows managers to track the relative value of repeat customers, and then target specific promotions and rewards based on player potential and preferences.

Much of the value of gaming and casino CRM software comes from these targeting and tracking capabilities. Tracking a customer’s wins and losses, preferences and pet peeves, allow the casino to deliver extremely targeted perks and comps, while also gaining greater insight into the profitability of their various customers and customer segments.

The immediate effect of tracking and targeting is a more personalized customer experience for individual gamblers. But as tracking and targeting are refined and perfected over time, the net effect is an improved (relative to other casinos) customer experience for all customers and the casino creates a new competitive differentiator, tipping the odds in their favor.

What are the Common Features of Gaming and Casino CRM Software?

In addition to core CRM functionality, gaming and casino CRM software will often include some or all of the following features, ensuring casinos have tools tailored to their specific industry needs.

Analytics Perhaps the most critical functionality for a casino, analytical applications provide specific data on how games are performing relative to certain customer segments. They can also provide more general information on tables, players and game performance, as well as where the most revenue and profit is being generated.
Loyalty management By categorizing customers according to segmentation codes (“coding customers”), identifying customer segments, and measuring the value and opportunity within each segment, the casino can build a personal relationship with their VIP players while maximizing the profitability of their rank-and-file clientele.
Marketing campaigns If your customer spent all weekend at the blackjack tables, there’s no sense sending him a mailing about the craps table. Since the customer’s data is all being recorded, it’s easier than ever to create marketing campaigns targeted to specific individuals.
Hospitality integration Since most casinos are tied to hotels, connecting your gaming software to your other systems can vastly increase the efficiency of your operation. When customers make a reservation online, the information transfers directly to the front desk staff who check the customer in and issue a loyalty card. Then all of the customer’s preferences tie into future marketing efforts.

It’s important to remember that these features can sometimes blur together—for example, loyalty and marketing functions might be combined—and can be given different names from different vendors. Buyers are advised to read product details carefully and to reach out to vendors for clarification whenever needed.

How to Evaluate Gaming and Casino CRM Software?

There are many factors to consider when selecting CRM software to be used in the gaming industry. When evaluating your gaming/casino software, start by considering the following questions:

  • Does your organization just need CRM, or do you require a system that can manage sales, marketing and support for other areas of the hospitality industry?
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  • Are there any specific challenges your company faces while managing existing customer relationships? Are customers or customer-facing employees expressing any particular issues or workflow inefficiencies?
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  • Will the software need to integrate with back-office legacy systems such as accounting to pull customer data for analysis or marketing?
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  • Does your organization operate from one location or multiple locations? Will the software need to support deployment across multiple locations? Will it be managed from one location or several?
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  • Are you using Twitter and Facebook to communicate with customers? Does the software have a tool to support that communication?
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  • What types of reporting features will you need? Will casino management prefer to receive regular reports on key customer metrics, or will they prefer to have a centralized dashboard they can view anytime?

While these questions will help you get started on your casino CRM software selection process, it’s likely that you’ll come up with more along the way. The experts at Software Advice can help you answer those and narrow down the list to find the right software for your organization. Call us for a free no-obligation FastStart Consultation: (844) 852-3639.

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