Act! helps casinos manage all aspects of their customer relationships. It includes additional features for sales pipeline management and email marketing to help turn prospects into loyal gamers and customers.
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.
A thought leader in the marketing automation industry, Silverpop offers lead scoring & nurturing tools for companies in the gaming and casino industries. Sales automation is offered as part of the integrated suite.
Oracle Eloqua is a leading provider of marketing automation software. Now under the Oracle corporate umbrella, Oracle Eloqua offers automated demand generation tools for mid-sized companies and large enterprises.
TrackerRMS's CRM system lets you monitor your casino's most important asset: the players. With automation of basic sales functions and advanced search capabilities, you'll always be on top of your game.
Gaming and casino organizations are focused on maintaining customer loyalty. With Marketo, these companies can automate nurturing and loyalty campaigns and use revenue cycle analytics to improve their marketing efforts.
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.
We needed to expand our email marketing strategies with a marketing automation SAS platform since we have limited in house resources. SofwareAdvice is a great starting point when researching available options to expand or augment solutions for any business.”
- Shawn Kelloway Inbound Logistics
My CIO asked me to research CRM companies - SoftwareAdvice was an easy and efficient way to evaluate a spectrum of different software vendors in one phone call.”
- Sara Sommers Baptist Health System
Morris at Software Advice was very helpful in determining what we needed and sending me a list of the software platforms that my company should look at. He also had the vendors reach out to me.”
Gaming and casino customer relationship management (CRM) software helps casino managers monitor their most important asset: players. Casino CRM software focuses primarily on customer service and marketing. It allows managers to track the relative value of repeat customers, and then target specific promotions and rewards based on player potential and preferences.
Here's what we'll cover in this guide:
Casino-specific CRM Functionality
How to Evaluate Gaming and Casino CRM Software
In addition to core CRM functionality, hospitality industry CRM software will include the following features that tailor it to the industry:
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.
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.
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.
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.
Evaluating Gaming & Casino CRM Software
There are a lot of factors to consider when selecting gaming software, but the usage plan is most important. 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?
Does the software integrate with back-office legacy systems such as accounting to pull critical customer data for analysis and marketing?
Does your organization operate from one location or multiple locations? Does the software support deployment across multiple locations?
Are you using Twitter and Facebook to communicate with customers? Does the software have a tool to support that communication?