DEDICATED SUPPORT: The secret weapon behind bookmaker success stories31st October, 2023
In the ever-increasingly interconnected world of online sports betting, iSolutions has made dedicated support one of its distinctive strengths, a crucial factor in ensuring the success of its clients.
A DEDICATED AND SKILLED TEAM:
Every client who chooses our services is assigned to a team of highly competent and dedicated specialists. But what makes the Support team so special? The answer is the combination of technical expertise, product mastery, and in-depth knowledge of the client's business. This combination is crucial in ensuring that the proposed solutions are relevant and tailored to each client's specific needs. But we do not stop there, because the Support Team is not only equipped from a technical point of view, they are also skilled in cultivating people-to-people relationships. In fact, effective and appropriate communication is a key element in the support process for us. This person-centered and personalized approach allows us to build strong and lasting relationships with our clients.
Another key aspect of our support is continuity. Every customer has a reference team they can turn to at any time. This means that our clients always know where to turn to in case of problems or to submit new requests. This stability and consistency in the contact chain allows us to establish a bond of trust with the client.
In addition to direct support, we also offer constant monitoring services through our Network Operations Center (NOC). The NOC team constantly monitors the performance of client systems using advanced tools such as iSAlert (software developed and built in-house), Grafana, and Dynatrace. This preventive approach makes it possible to detect anomalies and resolve them before they can turn into real problems.
The numbers speak for themselves when it comes to the effectiveness of the Support team: in the last quarter, over 70% of the tickets that were opened by customers were resolved in less than 24 hours. In addition, out of the alerts detected internally, more than 95% were resolved. These results demonstrate the effectiveness of our dedicated support in providing timely and effective responses to client needs.
In conclusion, dedicated support is one of the fundamental pillars of the services we offer. The combination of technical background, in-depth knowledge of the clients' business, and special attention to communication make our technical support one of the strengths we are particularly proud of. Our clients can be assured of a reliable team that listens to their needs and turns them into concrete solutions. In addition, support is always active, ensuring that customers have the support they need when they need it.
We believe that the Support Team is the key to assisting bookmakers in achieving success, and we are proud to be the trusted partner for them on this journey.