Superbet is an award-winning tech & entertainment company based in Eastern Europe.
Over the last few years, they expanded into new markets and they needed the best possible engagement strategy to support their rapid growth. To deliver that, they needed a technology stack that would scale with them.
Superbet needed a partner with customer engagement capabilities that would integrate well with their proprietary platform. Previously, they needed a few different solutions in line with their fast growth objectives. This changed when they found Xtremepush.
In this story, Adrian Caprita, CRM and VIP Director at Superbet explains how Xtremepush helps them increase revenue, customer engagement, and retention.
The challenge: Using multiple communication tools impeded growth
In their old setup, Superbet’s main blocker was using too many communication tools.
“We had to switch between multiple different tools to send out a campaign in multiple countries. This setup was complex and time-consuming. It required too much manual work. To fix that, we needed a tool that would bring everything into one platform,” Adrian says.
As a rapidly growing company, they had a highly dynamic strategy to conquer the markets and needed a partner who could match their pace.
“Without centralised campaign management, it was hard to move as fast as we wanted to grow. We wanted to have one central team to operate communications for all territories. Having so many tools across different countries made it difficult to manage.”
To deliver a top-class user experience, the team developed their own proprietary back office platform. What the platform needed were customer engagement capabilities.
“Xtremepush have been integral for our journey towards launching our own proprietary platform. Our fast growth required us to move quickly. So, instead of building it ourselves, we looked for a strong global partner that would fill the customer engagement gap.”
The search for a global partner with strong capabilities
Soon after their search began, Superbet’s team found Xtremepush.
“When we looked for a new tool, we focused on the key players on the market. Our top criteria were strong customer journey capabilities, ease of use, and how easy it is to integrate with our platform. Then, we realised Xtremepush was the best for our needs.”
The team appreciated the flexibility that Xtremepush offered.
“With some other tools, we’d have to buy the entire package, including features our own platform already had. It was hard to get only what we needed,” says Adrian.
In the end, the team chose Xtremepush as their customer engagement platform.
“Xtremepush had an edge over all their competitors. The platform looked amazing, especially the customer journeys and the ease of creating a campaign. And the quality versus price ratio was very fair. They won us over.”
The solution: One place for all communications, less manual work
Thanks to Xtremepush, Superbet now has centralised control over all their communication channels in a single platform. They’re increasing customer engagement with the Xtremepush platform by:
There are four main channels Superbet’s CRM team use on the Xtremepush platform: Mobile and Web push notifications, SMS, Email, and Inbox.
“Inbox messaging is new for us. It’s by far our most successful channel, both in terms of conversion and engagement. Open rates average around 30% but they peak as high as 90%. That’s a vast improvement compared to other channels we’ve used,” says Adrian.
Thanks to custom integrations, Superbet can now send out highly personalised Mobile Push Notifications, SMS and email campaigns.“By using all the available channels, we now have a much wider reach. Our emails and push notifications reach an impressive number of customers in a matter of seconds. Once we’ve fully integrated our platform with Xtremepush, we’ll be able to send real-time campaigns based on user behaviour or specific user actions.”
Benefits of working with Xtremepush
The result: Higher engagement, revenue, and retention
CRM and VIP Director
The most important result Xtremepush has brought Superbet is higher engagement rates.
“We can engage more users, and our engagement rates have improved. Our Inbox open rates peak as high as 90% with certain campaigns. That’s way above the industry average. It increases our promotions’ visibility, which prompts more people to try them out.”
Superbet’s turnover and revenue have increased, too.
“All our metrics depend on the engagement rate. They’ve all improved since our partnership with Xtremepush. The biggest impact we can see is on customer reactivation. When we engage inactive users, we have incredible results for the campaigns delivered via Xtremepush.”
Their campaigns help the CRM team deliver on their strategy to increase customer retention.
“Thanks to the engagement capabilities in the Xtremepush platform, we’re able to retain the majority of new users after major events, such as the 2022 World Cup. This far exceeds industry averages. In the past, this number would have dropped off significantly after the event ended. We’re excited about bringing the full power of the platform to bear in the future and continue to improve customer loyalty.”