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learning mechanism of tracking and monitoring KPIs in order to
compose a complete and ultimate solution which will be able to
predict every customer need.
Canvas
™
architecture is optimized to equally satisfy both elemen-
tary and proficient CMS users. It offers simple modules and explan-
atory user journeys to facilitate its usage and productivity, but also
advanced tools, like personalization functions, A/B testing and seg-
mentation engines, that sets the platform on top of its competition.
Its core goal is to minimize the time and effort spent from opera-
tors when distributing different gaming content to multiple sales
channels in a consistent, usable and functional manner.
Additionally to that, it showcases a modern, flat Users’ Interface
(UI), presenting dashboards and functionalities through wizard-
like journeys that are fully and easily customizable by the operator,
offering thus an exceptional user experience to both the manage-
ment team and the end customer. Fully tested and certified, secure
and compatible with every 3rd party tool or platform already in-
stalled in an existing operation (CMS, RGS etc.), Canvas
™
is the
ultimate multi-channel content management tool.
In every industry, when it comes to boosting sales, it is para-
mount that companies create and compose their buyers’ profiles.
Only by knowing your customer to a great extent, will you be able
to offer them exactly what they want. Through Canvas
™
, player
profiling becomes the core of a successful platform that guaran-
tees great results. Its personalization capabilities are even more en-
hanced, when combined with INTRALOT’s new and innovative
CMS platform. Through this universal solution, lottery operators
are offered not only premium Player Account Management capa-
bilities, but they can also organize promotional campaigns, view
data dashboards and monitor e-satisfaction analytics.
In a fast evolving and changing market, Canvas
™
could not be
anything less than a user-centric hyper tool. As our users become
more and more demanding, it was of high priority to offer a prod-
uct of customer service excellence and with the ability to adapt and
evolve according to any customer need.
To optimize its performance, INTRALOT has initiated its Cus-
tomer Experience Dashboard scheme, which allows the combina-
tion of ongoing top-down evaluation and review with bottom-up
data-driven analysis in order to always be one step ahead of the
market. Through the CX Dashboard mechanism, KPIs are selected
and monitored through sales data and research findings, which as
soon as they are gathered and analyzed, they are fed back to the
system functionality for further evaluation. This way, operators
are given a chance to preview first the market trends and choose
through A/B testing the segmentation strategy that best serves the
most personalized and meaningful content to their players.
This offers a complete board of usage analytics, including monitor-
ing every activity and personalized offering the operator wants, setting
a higher level of gaming experience, customer satisfaction, trust and
impeccable conversion rates in all sales channels served by Canvas.
As part of INTRALOT’s Next Generation of Customer Expe-
rience platforms, Canvas
™
aims at facilitating operators to come
closer than ever to their customer needs through proven and sus-
tainable data, embracing change and offering them a set of cutting
edge tools that will help them refine their sales, services, marketing
strategies and overall product offering to their end users.
To conclude in, it is not only about how many game titles you of-
fer, how competitive your payouts are and how often your jackpots
are hit. It is also about how this is perceived by your customers, how
smoothly it is served to them and how the whole experience makes
them feel. It is said that quality in a service or product is not what
you put in to it but what the customer actually gets out of it. We
at INTRALOT, aim at offering the most exciting and remarkable,
solid and safeguarded experience there is.
The best time to plant an apple tree may have been ten years ago
but the second best time is always now, so make a leap of faith and
offer your customers a playing experience to remember. And as Walt
Disney said, they will come back again and bring others along them.
■
Christina Boubalou is a Senior Manager of Gaming Experience at
INTRALOT. With more than 17 years in the entertainment and advertising
sector as a Marketing and Communications Specialist, she has spent the last 4
with INTRALOT designing games and optimizing customers’ experiences.
Dimitrios Kakkos is Director of Product Management in the Products and
Services Division at INTRALOT. He has 12 years of experience on design,
implementation and delivery of multi-vertical and cross-channel interactive
gaming solutions for lotteries and regulated gaming operations.