A casino CRM built on vTiger that brings player data, retention, VIP management and call-centre work into one system.
Overview
Casino and iGaming teams handle large volumes of player activity, and the people who act on it, such as retention, VIP and support agents, often work across several disconnected tools. That makes it hard to see a player's full history, follow up at the right moment or measure what each campaign achieved.
This solution adapts vTiger CRM to the way a casino business works. Player records, deposits and activity summaries, segments, tasks and calls sit in one place, and workflows prompt the team to act on the events that matter, such as a VIP going quiet or a new player completing a first deposit.
The challenge
- Player information spread across back-office, spreadsheets and messaging tools
- Retention and VIP follow-ups depending on manual lists
- Call-centre agents lacking context when they phone a player
- Managers unable to see team activity and campaign results in one view
Our approach
- Map the player journey: We document how players are acquired, onboarded, retained and supported, and which data each team needs.
- Model the data: We configure player, segment and activity modules and import or sync data from the platform back office.
- Automate follow-ups: Workflows create tasks, assign owners and trigger messages for key events and segments.
- Connect calling and reporting: Telephony and dashboards give agents context and managers visibility.
What the solution includes
- Custom player and segment modules
- Retention, win-back and VIP workflows
- Click-to-call and call logging for agents
- Role-based access for teams and brands
- Dashboards for activity and campaign results
- Data import and ongoing sync options
Technology
vTiger CRM, PHP, MySQL, REST APIs, Asterisk / VoIP, WhatsApp Business Platform, reporting dashboards.
Who it is for
Online casino and iGaming operators, live casino brands, and retention or VIP teams that need a CRM built around player data.
Frequently asked questions
Can the CRM sync with our gaming platform back office?
Usually yes, through the platform's API, scheduled exports or a data feed. We assess what your platform supports during discovery.
Can different brands or teams be kept separate?
Yes. Roles, sharing rules and fields can separate brands, markets and teams while managers keep an overall view.
Do you handle responsible gaming requirements?
We can add fields, flags and workflow rules to support your policies. The policies themselves remain your responsibility.
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Have a similar requirement? Talk to our team for a free consultation, or browse more case studies.
