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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.
Compare All Casino CRM Software
Pivotal CRM
Pivotal CRM
Pivotal CRM is a fully featured customer relationship management (CRM) platform suited to organizations of all sizes. Core modules include marketing automation, lead management, sales force automation, customer service and more....Read more
NetSuite CRM
NetSuite CRM
With a strong emphasis on sales and marketing automation, customer support and partner management, NetSuite CRM+ is a comprehensive, Web-based client relationship management system for small and midsize businesses. ...Read more
Salesnet CRM
Salesnet CRM
Salesnet CRM is a cloud-based sales and marketing automation tool for businesses of any size with a focus on Sales Force Automation. Salesnet relies on dashboards, pipelines, forecasts, and reports to ensure that each member of th...Read more
Oracle CRM On Demand
Oracle CRM On Demand
Oracle CRM On Demand is a cloud-based suite containing integrated, business applications that enable organizations to make decisions and manage costs of operations. The suite includes customer relationship management (CRM) solutio...Read more
SAP Customer Experience
SAP Customer Experience
Whether you’re a mid-market company looking for an on-demand CRM application or a large enterprise that needs a robust, end-to-end client management solution, SAP can meet the unique technology needs of your company. ...Read more
Software pricing tips
Read our Gaming and Casino CRM Software Buyers GuideSubscription models
- Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
- Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.
Perpetual license
- This involves paying an upfront sum for the license to own the software and use it indefinitely.
- This is the more traditional model and is most common with on-premise applications and with larger businesses.
Rated best value for money
Oracle Cloud CX
Oracle Cloud CX
For companies looking to meet the high service expectations of their customers, Oracle Cloud CX ensures that each and every customer is valued and supported. The customer experience suite gives businesses the tools needed to deliv...Read more
HubSpot CRM
HubSpot CRM
With its cloud-based, customer relationship management (CRM) platform, HubSpot CRM helps companies of all sizes track and nurture leads and analyze business metrics. HubSpot is suitable for any B2B or B2C business in a variety of ...Read more
ServiceWise
ServiceWise
ServiceWise by TechExcel is a cloud-based IT Service Management(ITSM) solution that caters to businesses of all sizes and helps them to automate and streamline their IT services and help desk activities with configurable workflows...Read more
ContactWise CRM
ContactWise CRM
ContactWise CRM is a customer relationship management (CRM) solution designed to assist businesses across various industries such as government, healthcare, banking and education. Key features include information reporting, busine...Read more
Web+Center
Web+Center
Web+Center is an extremely affordable Help Desk solution that offers its customers an open database and source code architecture, leading to a highly configurable system that can be customized to each company's needs....Read more
Campaigner
Campaigner
Campaigner is a cloud-based email marketing solution that caters to small and midsize businesses across various industry verticals. Professionals can create automation workflows using a drag-and-drop interface and improve customer...Read more
Help Scout
Help Scout
Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers o...Read more
Soffront CRM
Soffront CRM
Small to mid-sized businesses seeking a truly comprehensive Customer Relationship Management system should take a look at Soffront CRM. This web-based, user-friendly solution is easy to customize to your workflow....Read more
Popular Gaming and Casino CRM Software Comparisons
Buyers Guide
Last Updated: March 09, 2022
The 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.