Context
Solid Stake came to us with a gaming platform that needed to go live and a business that needed to scale across multiple brands and markets. No CRM team, no retention infrastructure, no playbooks. The mandate was end-to-end: get the platform production-ready, build the operational layer, and make it work across 20+ brands simultaneously.
Platform launch
Worked directly with the CTO to bring the gaming platform to production. Defined CRM integration requirements, data models for player lifecycle events, and the bridge between platform events and retention automation.
Team buildout
Hired and structured the CRM and VIP function from scratch. Defined roles (CRM specialists, VIP managers, automation engineers), onboarding playbooks, and the organizational boundaries between CRM, marketing, product, compliance, and customer support.
Multi-brand framework
Designed a reusable CRM framework that could be adapted per brand and per market. Each new brand launch reused the core automation logic but customized for regulatory requirements, local language, and brand-specific promotions.
Lifecycle and segmentation
Mapped every player lifestage from registration through VIP and reactivation. Built behavioral, value-based, and risk-based segmentation models that worked across casino and sportsbook verticals.
Retention systems
Implemented lifecycle automation, bonus engines, gamification layers (missions, tournaments, loyalty tiers), and retention campaigns — all built on Fast Track as the CRM platform. Set up reporting layers that gave operations a real-time view of retention health per brand.
Workflows and operations
Designed inter-departmental workflows connecting CRM with marketing, product, compliance, and support. Designed intra-team workflows for campaign calendars, approval flows, and QA.
Scale achieved
- 20+ brands launched on the platform
- 10+ international markets
- 2 verticals (casino and sportsbook)
- Centralized but customizable CRM infrastructure serving the full portfolio
- Partnership active and expanding
This engagement is ongoing. New brands, new markets, and continuous optimization of retention systems continue to be part of the work.