A partner, not just a provider
For the CRM team, support used to mean a 72-hour wait and a coin toss on whether the problem got fixed. Today a reply usually arrives within the day, in Portuguese, and the issue is often already solved by the time it does. Along the way, the relationship became something closer to a partnership.
Open a ticket and hope for the best
With the previous provider, a response took around 72 hours and never came in Portuguese. Whether the issue then got solved was, in the team's words, down to mood. More than half of the tickets they raised were left open, and the team ended up working out fixes themselves.
For a group that wanted a partner to grow with, and one that could talk to them in their own language, this was the wrong starting point.
"With our previous CRM provider, we basically opened a ticket and hoped for the best. Sometimes we got a response but never a solution."
Head of CRM
Ten tickets, four days, side by side
The same ten support requests, raised over one day, replayed under both providers. Timings follow what the team described: a 72-hour wait with about half left open before, and replies that usually solve the issue within a day now.
"With Fast Track, the response time usually equals the time to solve the problem as well. By the time we get a response, the problem is already solved. This makes me really, really happy!"
Head of CRM
"Now we have also been assigned a customer success manager that speaks Portuguese, which we never had at the previous CRM provider. This makes the daily interaction so much easier."
Head of CRM
"Fast Track really listens to us, not only on the day-to-day basis but also when it comes to meeting our needs on new features and continuous improvement as well."
Head of CRM
Three hundred people, one set of numbers
Around 300 of the operator's roughly 380 employees now use the real-time data in their work. The team's ambition was to put data at the centre of every decision, and this is what that looks like day to day.
"We have 300 people here working with the data provided by Fast Track across our organization, and no Brazilian iGaming company is doing that."
Director of Integrity & Compliance
"Beyond just the excellent customer support, Fast Track understood who we are as a company and matched our vision of pioneering the industry here in Brazil."
EY-Parthenon
This story is based on interviews EY-Parthenon conducted with the operator's Head of CRM and Director of Integrity & Compliance, without Fast Track in the room. The quotes are theirs.
Percentages and multiples are the interviewees' own estimates. The operator is a Brazilian licensee with more than 9 million registered players and around 380 employees, and asked not to be named.
Curious how this would look for your team?
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