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NSoft: Building trust between the betting and gaming supplier and the operator
The role of Customer Support in building trusting business relationships
The quality of B2B customer support often represents the difference between a successful business day and another day that ended with losses or missed opportunities. In the long run, customer support is a factor that affects the business results of all of the included parties.
Keeping in mind the complexity of the software solutions within the gaming and betting industry, it is the supplier’s imperative to ensure competent and fast Customer Support service to the clients.
The role of a Support team in building a reliable and trusting relations
We can, without doubt, say that the Support team plays a significant role in the overall B2B relations based on its competence, kindness, trustworthiness, delivery, understanding and speed. One even might argue that it has a vital role in maintaining trusty relations between businesses.
In general, B2B customer service involves different teams from at least two companies, meaning several people are involved in troubleshooting. It is rarely one-on-one communication. Knowing that, and taking into account the importance of time, it’s obvious how significant good relations and communication between team members are.
More noticeable, B2B relations last long. Our job is not even remotely done once the software is installed or once the game is released.
NSoft Support team within the Business stream
NSoft Support is a team within the Business stream offering 24/7 support to the clients free of charge.
The team members can be viewed as customer ambassadors when addressing their needs and issues in front of Management and Development teams. They strive to communicate what is the most balanced interest for our customers and our company to keep every part of the business satisfied.
The environment is very dynamic, with different issues that we combat with creativity and adaptability. The goal is to satisfy the customer, so we look for every possible solution and alternative to achieve that goal. Customers have learned that we are omnipresent for any of their issues and inquiries at any given time.
The key metrics of Customer Support success
We are always eager to improve our key metrics, and thus we have initiated simple quarterly KPIs. The goals were:
Raising the bar for the percentage of solved tickets on the Customer Support level has reached 96%.
Increasing the Customer Satisfaction, which is currently above 98%;
Improving average response time for all communication channels – we have achieved the following: Email/Web: 3 minutes; Chat: 13 seconds; Phone: 4 seconds (including the PBX call rerouting).
Understanding and addressing bad ratings
It is crucial for the Support team to understand and address properly bad ratings, no matter how rare they are.
Most of the dissatisfactions stem from the complexity of the issues, which realistically cannot be fixed with good quality within a short time window. Repetitive issues are especially delicate. If not appropriately addressed, they can cause considerable frustration to the customer.
We have internally communicated workarounds and procedures with developers and externally with customers to mitigate these problems. This procedure is executed as soon as the customer reports a complex or repetitive issue. As a result, the action significantly lowers customer dissatisfaction, even though the issue itself is not fixed permanently at that point.
Keeping bad ratings at bay is the key to keeping the support service top-notch.
The tools we use in customer service
NSoft Support team uses the usual client relations toolbox. Still, even the adequate tools need to be utilized to their fullest potential.
Zendesk
Since we are using Zendesk Support, Chat, Guide, and Explore as our primary tools of choice for handling support tickets, we have invited Zendesk specialists to review and improve our instance of Zendesk.
We had very positive feedback from their representatives, especially on using all features to excess. They believe it consequently lead to a satisfaction rating of over 98%.
We have standardized our responses and behaviour with over 200 triggers, 100 macros and ten automatizations using Zendesk Support and Chat. More than ten dashboards have been created with over 100 queries using Zendesk Explore, which helped analyze customer needs.
Support Dashboard
We have developed and centralized specific Betting/IT industry tools to alleviate the imperfections in everyday operations. One of those tools is Support Dashboard which has been developed in house for mobility, flexibility and efficiency.
With the new tool, team members can perform daily operations within seconds. Various NSoft Development teams have participated in delivering proper tools for different supporting actions such as betting ticket cancellations, payment confirmations, ticket resolves, ticket checks, mail delivery checks, server health checks, service restarts, server administration, and others.
Knowledge sharing and empowering
To make our goals a reality, our Support team had to adapt and share the knowledge among all Support members. A decision was made to erase the boundaries between L1 and L2 Support so that every Support Operator should be trained to their full potential, performing simple and complex tasks alike. Such setup was the right move since we have developed remarkable resilience to service quality drops and made our service fast and stellar 24/7.

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Internet Vikings and SB Software Partnership Transforms Infrastructure Performance for iGaming Operator Editec
Internet Vikings, a licensed hosting provider for the European and U.S. iGaming and online sports betting industry, and SB Software a B2B provider of iGaming platforms, share the success of their partnership in transforming performance outcomes for Editec, a multinational gaming operator serving over 20 countries and operating among others such brands as: PremierBetZone, PremierLotoZone, ZoneGold, etc.
The Challenge: Infrastructure Bottlenecks Threaten Growth
As Editec was growing dynamically, it required the implementation of the best available server solution. Simply adding storage was inefficient, creating persistent bottlenecks that threatened the operator’s expansion plans and the quality of the user experience.
The Turning Point: Purpose-Built iGaming Infrastructure
SB Software, Editec’s trusted platform provider, began conversations with Internet Vikings, an established iGaming-focused hosting provider to deliver a comprehensive solution combining advanced platform capabilities with specialized hosting infrastructure to secure platform and operator’s growth. Internet Vikings implemented a VMware vSAN-based cloud solution specifically optimized for high-demand iGaming workloads. The new setup delivers up to 20,000 (input/output operations per second) per virtual machine with average throughput of 600-700 MB/s representing an enormous performance improvement over the previous solution.
“Internet Vikings stood out through their technical transparency, great account management, and understanding of the specific industry needs,” said Kamil Głowacki, CTO at SB Software. “They provided clear performance benchmarks and a detailed roadmap that addressed our client’s exact requirements.”
Measurable Results Across Multiple Markets
The partnership has delivered significant improvements across Editec’s operations:
Performance Enhancement: Virtual machines now handle peak loads without degradation, supporting seamless user experiences during high-traffic periods.
Operational Efficiency: Unified back-office management across all 20+ countries, with multi-language and multi-currency support, custom loyalty programs, and specialized odds management.
Scalable Architecture: Infrastructure designed to support continued growth and market expansion without performance compromise.
“SB Software’s flexibility in tailoring solutions to our business requirements has been exceptional,” added the Editec spokesperson. “Combined with Internet Vikings’ hosting expertise, we now have a technology foundation that can scale with the platform and our ambitions.”
Industry Implications
The successful partnership demonstrates the value of specialized providers in the iGaming sector, where standard hosting solutions often fall short of industry-specific performance requirements. “This collaboration shows how purpose-built infrastructure and flexible platform solutions can transform operational outcomes,” said Rickard Vikström, CEO and Founder of Internet Vikings. “When hosting providers truly understand iGaming demands, operators can focus on growth rather than technical limitations.”
For iGaming operators looking for a powerful and scalable platform supported by a hosting provider that truly feels the industry, the Editec–SB Software–Internet Vikings story shows a clear blueprint of an alliance for success.
The post Internet Vikings and SB Software Partnership Transforms Infrastructure Performance for iGaming Operator Editec appeared first on European Gaming Industry News.
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Аmusnet Enters into Strategic Partnership with efbet
Amusnet has partnered with efbet Greece to strengthen its presence in the local market and deliver a premium gaming experience to Greek players. The collaboration is now live and brings a wide selection of Amusnet’s top-performing titles to efbet’s platform, marking another important step in the company’s strategic growth across regulated European markets.
This partnership signifies an achievement for Amusnet in Greece, bringing over 100 acclaimed titles including Extra Crown – a royal slot game filled with exciting bonus features, Cocktail Rush – video slot will take you to stunning golden beaches with exotic drinks and fruitful wins, Vegas Roulette 500x – a fast-paced European roulette that combines the classics with the excitement of the dynamic payout experience, Orient Story Deluxe – a video slot offering rewarding features and winning spins, and 40 Power Hot – a royal slot game filled with exciting bonus features to efbet’s platform.
“Partnering with efbet Greece marks a significant step in strengthening our position in the local market. efbet’s established reputation, combined with our comprehensive gaming portfolio, provides a solid foundation for delivering a high-quality, elevated experience to Greek players. This collaboration reflects our shared commitment to sustainable growth, operational excellence, and long-term success,” said Jelena Stankovic, Director of Amusnet Greece.
“We are excited to welcome Amusnet to our growing portfolio of gaming providers at efbet.gr. This partnership marks another important step in enhancing our casino offering and delivering even more value to our players in Greece. By integrating Amusnet’s popular titles, we continue to strengthen our position in the market and reaffirm our commitment to quality and entertainment – a move fully aligned with our long-term strategy,” the Senior Management from efbet noted.
This collaboration underscores Amusnet’s commitment to excellence and reflects its ongoing strategy of forging impactful partnerships with top-tier operators in regulated markets, ensuring sustained growth and enhanced player experience.
The post Аmusnet Enters into Strategic Partnership with efbet appeared first on European Gaming Industry News.
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ZITRO DIGITAL AND TORRERO ANNOUNCE STRATEGIC PARTNERSHIP
Zitro, a global leader in the gaming industry known for its innovative slot and video bingo titles, has officially partnered with Torrero, a rapidly expanding B2B aggregator and white-label platform provider. This collaboration will see Zitro’s celebrated game portfolio integrated into Torrero’s extensive platform, significantly broadening its reach to a diverse international audience.
Torrero’s robust platform features a vast collection of over 9,500 games from 130+ suppliers, alongside a comprehensive sportsbook. The addition of Zitro’s content further strengthens this diverse portfolio, bringing a curated selection of high-performing games designed for today’s online casino landscape. Built on strong engagement mechanics and backed by a proven track record in land-based markets, Zitro’s digital portfolio enhances Torrero’s offering—enabling operators to deliver standout experiences in competitive, regulated environments.
A Powerful Alliance for Global Expansion
José Javier Martí, COO at Zitro Digital, commented on the new alliance: “This partnership with Torrero represents a strategic extension of our digital footprint. Their extensive platform and operator network provide the ideal environment to showcase our innovative titles and deliver proven player engagement. We are confident this collaboration will drive mutual growth, reinforce our presence in key regulated markets, and offer operators enhanced content diversity and performance.”
Torrero offers a complete white-label solution, including integrated payment systems, multilingual customer support, and regulatory compliance, making it a comprehensive partner for online gaming operators.
Elevating Game Selection and Performance
Aleksei Tolstov, Head of Business Development at Torrero, expressed his enthusiasm: “Zitro is a globally recognized gaming powerhouse, and their engaging slot and video bingo titles are a fantastic addition to our platform. Their strong performance in both land-based and digital markets makes them an ideal partner. We are thrilled to welcome Zitro to our network and look forward to a highly successful collaboration, enriching our content offering and delivering exceptional player experiences.”
Zitro’s titles are now live and accessible across Torrero’s network. This partnership underscores both companies’ commitment to innovation, player engagement, and leadership in key evolving markets across Latin America and Europe, serving established operators such as betmaster.com.mx, betmaster.com, betmaster.ie, casinoin.ie, betmaster.ee, casinoin.ee and betmaster.eu
The post ZITRO DIGITAL AND TORRERO ANNOUNCE STRATEGIC PARTNERSHIP appeared first on European Gaming Industry News.
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