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Claritysoft is a cloud-based 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. Key f...Read more about Claritysoft CRM
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Sales Cloud is equipped with customer relationship management (CRM) functionality that encompasses lead management, marketing automation and contact management solutions. It assists businesses in overseeing customer accounts, monitoring sales leads, execut...Read more about Salesforce Sales Cloud
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Insightly is the modern, affordable CRM that teams love. It’s easy to use, simple to customize, and scales with companies as they grow, solving common pain points that legacy CRMs can't. Insightly helps teams build and convert sales pipeline, increase prod...Read more about Insightly
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FunnelMaker is a cloud-based customer relationship management (CRM) solution designed for businesses of all sizes. The solution offers a user dashboard and helps in automatic sales tracking, email tracking and opportunity management. FunnelMaker offer...Read more about FunnelMaker
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Creatio CRM is an all-in-one platform that helps businesses manage the customer and revenue processes. It serves a variety of industries such as banking, credit unions, insurance, and telecommunications. The platform provides a unified CRM experience, enab...Read more about Creatio CRM
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Close is the sales engagement CRM designed to help SMBs turn more leads into revenue. Packed with productivity tools, such as custom workflows, call assistant, predictive dialer, premium phone numbers, email automation, and sales enablement tools, managers...Read more about Close
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LiveAgent is an online Help Desk solution for eCommerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals and change and license management, all as either in-suite or stand...Read more about LiveAgent
Flowlu is a cloud-based, all-in-one business management solution designed for teams of all sizes and industries. Whether you're managing projects, tracking sales, or handling finances, Flowlu brings everything together in a single, intuitive platform. Pow...Read more about Flowlu
Google Contacts is a cloud-based solution that allows enterprises to store and manage contacts in a built-in directory. Professionals can create/import new contacts with details such as mailing address, phone number or directory profile and categorize them...Read more about Google Contacts
EngageBay is an integrated marketing, sales, support and CRM solution designed to help small to midsize enterprises acquire, engage and convert website visitors into customers. The cloud-based platform lets businesses use marketing tools to build relations...Read more about EngageBay CRM
The Mortgage Office is a loan servicing solution designed for companies of all sizes. It offers loan tracking, payment processing, document storage, workflow automation and reporting functionalities within a suite. The product is available both in cloud-ba...Read more about The Mortgage Office
Veloxy is a sales enablement solution that helps businesses using Salesforce CRM track potential leads, schedule and send emails to customers in bulk and share product information with prospective clients in real-time. The artificial intelligence (AI)-enab...Read more about Veloxy
nocrm.io is a cloud-based sales management system designed for small and midsize businesses which offers prospecting, lead tracking and pipeline management within a suite The solution allows users to upload contacts either from Excel, CSV or directly ...Read more about noCRM.io
HelpCrunch is a customer communication platform combining live chat, email marketing automation and a help desk in one solution. The solution helps support, sales and marketing teams to acquire, convert leads and support their customers. HelpCrunch is suit...Read more about HelpCrunch
Yonyx is a cloud-based solution designed to help call centers and customer service businesses create and manage interactive guides for technical support, telemarketing, lead qualification, compliance and other processes. The platform includes decision tree...Read more about Yonyx
SendPulse is an all-in-one marketing automation platform designed to help you streamline your sales and marketing efforts from start to finish and scale your business. SendPulse features include: - bulk email and SMS service; - sales pipeline automation; ...Read more about SendPulse
PhoneBurner is an outbound dialer and call center solution that empowers agents to conduct wildly efficient yet highly personalized outreach, and engage up to 4x more contacts in live conversations. The system offers functionalities that include power dia...Read more about PhoneBurner
Clari Copilot turns your revenue team into serial closers by helping them win every revenue-critical moment. With Clari Copilot’s conversation intelligence platform, reps and managers have everything they need to compete fiercely, spot revenue leak, and ...Read more about Clari Copilot
A Modern B2B Helpdesk CRM Software. Supportbench is a state-of-the-art Customer Relationship Management Software. We specialize in helping you build loyalty and customer retention through our seamless communication channels. Gain full visibility into wh...Read more about Supportbench
Take back control of your business with Daylite for Mac! Daylite was designed to empower small business owners by streamlining client management, sales processes, and project organization, freeing up more time for the things they are passionate about. ...Read more about Daylite for Mac
ActiveCampaign helps small teams power big businesses with the must-have platform for intelligent marketing automation. Customers from over 170 countries depend on ActiveCampaign’s mix of pre-built automations and integrations (including Facebook, Google, ...Read more about ActiveCampaign
Giva is a cloud-based IT help desk that offers ticketing, knowledgebase, asset management, change management, dashboards, self-service portal, user satisfaction surveys, reporting and a mobile app at a very affordable price. Giva is intuitive and easy-to-u...Read more about Giva
Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation. Zoho Desk collates i...Read more about Zoho Desk
Pipedrive is a web-based sales CRM software that helps sales teams of all sizes and industries close more deals. Pipedrive lets salespeople, business owners and everyone in between focus on selling with its customizable sales pipelines, real-time insights ...Read more about Pipedrive
Whistle is a cloud-based guest messaging platform, which helps businesses in the hospitality industry communicate with guests, manage bookings, streamline check-in processes and more. Hoteliers can track team members' performance based on task completion r...Read more about Whistle Messaging
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Buyers Guide
This detailed guide will help you find and buy the right gaming and casino crm software for you and your business.
Last Updated on January 27, 2025The 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?
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?
Will the software need to integrate with back-office legacy systems such as accounting to pull customer data for analysis or marketing?
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?
Are you using Twitter and Facebook to communicate with customers? Does the software have a tool to support that communication?
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.