CASE STUDIES
22% more VIP retention. 65% less backlog. In one quarter.
CASE STUDIES
22% more VIP retention. 65% less backlog. In one quarter.
Every operation is different. Coverage hours, languages, team size, channels — your price reflects your actual needs. No packages you have to squeeze into.
The client
Online casino with 20,000+ monthly active players, focused on the DACH market (Germany, Austria, Switzerland). Growing fast. Support infrastructure not keeping up.
The problem
- Large backlog of German-language tickets with no clear resolution system
- VIP players waiting in the same queue as regular players
- No dedicated VIP workflow or prioritization logic
- Weak VIP retention — high-value players churning without warning
What Workanova did
- Restructured ticket queue with priority-based routing — VIPs automatically identified and fast-tracked
- Deployed dedicated VIP team lead with improved retention scripts and proactive outreach protocols
- Redistributed ticket handling across shifts to reduce per-agent backlog
- Implemented QA calibration for German-language communications
The results
⬆ VIP retention rate +22%
⬇ Backlog reduced by 65%
The client
Online casino with 20,000+ monthly active players, focused on the DACH market (Germany, Austria, Switzerland). Growing fast. Support infrastructure not keeping up.
The problem
-
Large backlog of German-language tickets with no clear resolution system
-
VIP players waiting in the same queue as regular players
-
No dedicated VIP workflow or prioritization logic
-
Weak VIP retention — high-value players churning without warning
What Workanova did
-
Restructured ticket queue with priority-based routing — VIPs automatically identified and fast-tracked
-
Deployed dedicated VIP team lead with improved retention scripts and proactive outreach protocols
-
Redistributed ticket handling across shifts to reduce per-agent backlog
-
Implemented QA calibration for German-language communications
