Getting Started
Get familiar with the features and functionality packed inside FT CRM. Not sure where to start? Then keep reading.
Below you can find a comprehensive list of all the basic features that you should be using inside FT CRM to make sure that you and your team are working in the right way from the start.
Open up each expanding box to reveal; more information about each functionality, reasons why it's important and links to other pages that will help you get started.
Icons
The icons in the titles below refer to the different stages on the Fast Track Pathway. The icon lets you know that by completing the functionality, you will be making improvements in that stage on the pathway.
⏲ = Free up time
🔄 = Scale with Automation
📊 = Find the bright spots
👯♀️ = 1:1 Experiences
🤖 = Self Learning
🚀 Activities
Specific Date & Time Activity | ⏲
Action Point: Set up and send a Specific Date & Time activity.
Functionality: You should always use the activity type 'Specific Date & Time' to efficiently set up any player engagements that you only want to run once and should trigger on a specific date and time. For the majority of non-recurring/automated activities, this option would be the optimal one.
How to Use: We've prepared the following articles to help you on your way;
Recurring/Automated Activity | ⏲ 🔄
Action Point: Set up and send a recurring/automated activity.
Functionality: You should always strive to set up automated player engagements. The more your CRM consists of automation the more time you will free up to spend on evaluating and evolving your player engagements, rather than spending that time on manual labour to set things up over on a recurring basis.
How to Use: We've prepared the following articles to help you on your way;
Multiple Actions in One Activity | ⏲
Action Point: Send an activity including more than one action.
Functionality: Use multiple actions within the same activity rather than setting up an activity for each action type.
E.g. send both email, SMS, and credit a bonus in the same activity.
How to Use: We've prepared the following articles to help you on your way;
Multiple Markets in One Activity | ⏲
Action Point: Target multiple markets within an activity.
Functionality: With the use of communication profiles, you can save time by sending multiple translations and market-specific content within the same activity rather than setting up an activity for each market.
E.g. send both English and German content, to the relevant players, within the same activity.
How to Use: We've prepared the following articles to help you on your way;
Set up Transactional Emails | ⏲
Action Point: Set up transactional emails/communication from FT CRM.
Functionality: Become more efficient by storing and managing all your player communication; CRM as well as transactional, from FT CRM.
E.g. send password recovery emails or emails confirming payment transactions like; approved withdrawals etc.
How to Use: We've prepared the following article to help you on your way;
⚡️ Triggers
Set up Commonly used Triggers | ⏲
Action Point: Set up the most commonly used triggers.
Functionality: Set up the most commonly used triggers, so that you have a good base, to easily and smoothly use and re-use them for your upcoming player engagements.
How to Use: We've prepared the following articles to help you on your way;
Reuse Triggers | ⏲
Action Point: Reuse triggers for your activities.
Functionality: Save time by re-using triggers rather than creating duplicates. This way you will keep your workspace clutter-free and avoid potential errors by using a trigger that you already know is working as intended.
How to Use: We've prepared the following article to help you on your way;
👩👩👦👦 Segmentation
Segmentation Builder | ⏲
Action Point: Use the segmentation builder to create your segments.
Functionality: Build dynamic segments that also update in real-time by using the segmentation builder for all your segments. Step away from time-consuming lists that quickly becomes out of date and inaccurate.
How to Use: We've prepared the following articles to help you on your way;
Reuse Segments | ⏲
Action Point: Reuse segments for your activities.
Functionality: Save time by re-using segments rather than creating duplicates. This way you will keep your workspace clutter-free and avoid potential errors by using a segment that you already know is working as intended.
How to Use: We've prepared the following article to help you on your way;
Set up Smart Segments | ⏲
Action Point: Set up your core segmentation groups as smart segments.
Functionality: Define your core segmentation groups and set them up as smart segments. Quickly and easily reuse them when building segmentation for your player engagements. E.g. you have a defined set of rules to target your VIP players.
Set up these defined rules inside of a smart segment to easily target this group of players from within a segment. This allows for increased accuracy as you don't need to repeatedly set up the same set of rules individually.
By having your core segmentation groups defined in smart segments you will also remain consistent across your brand.
How to Use: We've prepared the following article to help you on your way;
Smart Segments | ⏲
Action Point: Use your smart segment(s) in the setup of a segment.
Functionality: Make use of your smart segments to quickly and easily reuse them when building segmentation for your player engagements.
E.g. you have a defined set of rules to target your VIP players. Set up these defined rules inside of a smart segment to easily target this group of players from within a segment.
This allows for increased efficiency as you don't need to repeatedly set up the same set of rules individually.
By having your core segmentation groups defined in smart segments you will also remain consistent across your brand.
How to Use: We've prepared the following article to help you on your way;
🎬 Actions
Import Action Groups | ⏲
Action Point: Make use of the import action group functionality.
Functionality: Save time by importing action groups from a previously set up activity. This is especially helpful for activities within Lifecycles.
E.g. When having audience splits, within an event, where you only want minor differences in the content you can import action groups (containing the already set up player engagements) to start with a base rather than creating everything from scratch.
How to Use: We've prepared the following article to help you on your way;
Scheduled Actions | ⏲
Action Point: Make use of the schedule action feature.
Functionality: Fire an action using a sub-trigger that is different from the main activity trigger. This allows you to incorporate different triggers from within an activity, which saves you time from having to set up multiple ones.
E.g. set up an activity with the main trigger to send 12:00 UTC and fire an SMS immediately whilst scheduling your bonus action to trigger and credit the player on successful deposit instead.
How to Use: We've prepared the following article to help you on your way;
🌏 Communication Profiles
Set up Communication Profile(s) | ⏲
Action Point: Set up communication profiles for your main markets.
Functionality: Communication profiles are needed to work more efficiently. With these set up you can send multiple translations and market-specific content within the same activity. Ultimately, this will save you time from having to set up an activity for each language/market.
How to Use: We've prepared the following article to help you on your way;
📧 Email Templates
Set up Email Template(s) | ⏲
Action Point: Set up your email templates with placeholders.
Functionality: By setting up email templates with placeholders, you get the opportunity to reuse these templates for every email communication. This way you will keep your workspace clutter-free, as you'll avoid setting up emails that never will be used again.
Examples: {{Header}}, {{URL}}
Keep content where it’s relevant (inside each action) and more easily manage the email template when you need to make changes (to the design, footer content etc.)
How to Use: We've prepared the following article to help you on your way;
Reuse Email Templates | ⏲
Action Point: Reuse your email templates.
Functionality: Work more efficiently by reusing your email templates (containing placeholders) rather than creating new email templates for each email communication.
How to Use: We've prepared the following articles to help you on your way;
Content Blocks for Email Templates | ⏲
Action Point: Use content blocks in your email templates.
Functionality: Reuse content blocks across your email templates to work smarter. This will save you time and also reduce the risk of manual errors when it's time to update your templates.
How to Use: We've prepared the following articles to help you on your way;
📚 Media Library
Media Library | ⏲
Action Point: Upload and store media, needed for your player engagements, in the media library.
Functionality: Efficiently store and manage all the media you need for your player engagements, from inside of the platform, in the media library.
How to Use: We've prepared the following article to help you on your way;
👯♀️ Cloning
Clone Triggers | ⏲
Action Point: Make use of the clone trigger functionality.
Functionality: Save time and increase accuracy by cloning a previously set up trigger if you're looking to create a trigger with a similar set-up. This will allow you to start with a base rather than creating the trigger from scratch.
How to Use: We've prepared the following articles to help you on your way;
Clone Segments | ⏲
Action Point: Make use of the clone segment functionality.
Functionality: Save time and increase accuracy by cloning a previously set up segment if you're looking to create a segment with a similar set-up. This will allow you to start with a base rather than creating the segment from scratch.
How to Use: We've prepared the following articles to help you on your way;
Clone Action Groups | ⏲
Action Point: Make use of the clone action group functionality.
Functionality: For situations where you want to have multiple action groups in an activity, for example, if you want to perform A/B testing, you can easily clone a previously set up action group.
This will save you time and increase your accuracy as it will allow you to start with a base rather than creating the actions from scratch.
How to Use: We've prepared the following articles to help you on your way;
Clone Activities | ⏲
Action Point: Make use of the clone activity functionality.
Functionality: Save time by cloning and reusing the setup of an activity from the past when running with a similar player engagement. This will allow you to start with a base rather than creating your activity from scratch.
Also, when you clone a QA'd activity and only make smaller adjustments, your chances of making mistakes are reduced.
How to Use: We've prepared the following articles to help you on your way;
Clone Email Template Versions | ⏲
Action Point: Make use of the clone email version functionality.
Functionality: If you're looking to make any amendments to an email template, save time by easily cloning the previous email version.
How to Use: We've prepared the following articles to help you on your way;
Clone Content Block Versions | ⏲
Action Point: Make use of the clone content block functionality.
Functionality: If you're looking to make any amendments to a content block, save time by easily cloning the previous content block version.
How to Use: We've prepared the following articles to help you on your way;
Copy Event Structures (Lifecycles) | ⏲
Action Point: Make use of the copy event structure functionality within the lifecycle builder.
Functionality: Save time by copying the event structure, within a lifecycle, and easily paste it for the remaining event(s) to replicate the structure without having to set it up manually. It also minimises the risk for human error as you don't need to set up the audience split segments again.
How to Use: We've prepared the following articles to help you on your way;
Clone Lifecycle Versions | ⏲
Action Point: Make use of the clone lifecycle version functionality.
Functionality: Save time by cloning and reusing the setup of a lifecycle version from the past when running with a similar player engagement. This will allow you to start with a base rather than creating your lifecycle version from scratch.
Also, when you clone a QA'd lifecycle version and only make smaller adjustments, your chances of making mistakes are reduced.
How to Use: We've prepared the following articles to help you on your way;
Clone Lifecycle Projects | ⏲
Action Point: Make use of the clone lifecycle project functionality.
Functionality: Save time by cloning and reusing the setup of a lifecycle project from the past when running with a similar player engagement. This will allow you to start with a base rather than creating your lifecycle project from scratch.
Also, when you clone a QA'd lifecycle project and only make smaller adjustments, your chances of making mistakes are reduced.
How to Use: We've prepared the following articles to help you on your way;
🧪 QA / Testing
Quality Assure Activities | ⏲
Action Point: Quality Assure your player engagement.
Functionality: By continuously investing time and resources in properly quality assuring your player engagements you will make sure that you're as accurate as possible with your send-outs.
Avoid costly mistakes and make sure that your players get the best possible experience by reducing and eliminating potential errors in communications.
How to Use: We've prepared the following article to help you on your way;
Quality Assure Lifecycles | ⏲
Action Point: Quality assure your first lifecycle.
Functionality: By investing time and resources in properly quality assuring your player engagements, you will make sure that you're as accurate as possible with your send-outs.
Avoid costly mistakes and make sure that your players get the best possible experience by reducing and eliminating potential errors in communications.
How to Use: We've prepared the following article to help you on your way;
Set up Test User(s) | ⏲
Action Point: Set up test users to perform activity testing.
Functionality: By setting up test users you will get access to the activity testing feature. By performing activity testing you add an additional layer of quality assurance to your player engagements.
How to Use: We've prepared the following articles to help you on your way;
Activity Testing | ⏲
Action Point: Use the activity testing feature
Functionality: By performing activity testing you add an additional layer of quality assurance and accuracy to your player engagements.
E.g. Test-run an email, SMS or bonus action etc. before sending it to your players.
How to Use: We've prepared the following articles to help you on your way;
Activity A/B Testing | ⏲ 📊
Action Point: Set up A/B testing for an activity.
Functionality: Compare the performance of different action groups by continuously doing A/B testing. This allows you to evaluate the outcome and make educated decisions on how to evolve and improve your future player engagements.
How to Use: We've prepared the following article to help you on your way;
Lifecycle (Version) A/B Testing | 📊
Action Point: Set up A/B testing for a lifecycle.
Functionality: Compare the performance of different lifecycle versions by continuously doing A/B testing. This allows you to evaluate the outcome and make educated decisions on how to evolve and improve your future player engagements.
How to Use: We've prepared the following article to help you on your way;
Control Groups | 📊
Action Point: Use a control group in your player engagements.
Functionality: Control groups should be used on a continuous basis in order to measure the success of your player engagements. With the help of the collected data, from running with a control group, you can evaluate and evolve your future player engagements for the better.
Control groups can be used for individual activities as well as lifecycles.
How to Use: We've prepared the following articles to help you on your way;
💜 Lifecycles
Live Lifecycle (Specific Date and Time) | 🔄
Action Point: Go live with your first specific date and time lifecycle.
Functionality: You should always use the lifecycle type 'Specific Date & Time' to efficiently set up any enriched player engagement with increased personalisation and multiple points of communication, that you only want to run once and should trigger/send on a specific date and time.
How to Use: We've prepared the following articles to help you on your way;
Live Lifecycle (Automated) | 🔄
Action Point: Go live with your first automated lifecycle.
Functionality: You should always strive to set up automated player engagements. The more your CRM consists of automation the more time you will free up to spend on evaluating and evolving your player engagements, rather than spending that time on manual labour to set things up on a recurring basis.
Use lifecycles when you want to achieve a more enriched player engagement; increased personalisation with multiple points of communication and added layers of complexity.
How to Use: We've prepared the following articles to help you on your way;
Split Audience in Lifecycles | ⏲ 🔄
Action Point: Use the split audience feature within lifecycles.
Functionality: Use the split audience feature within events of a lifecycle to sub-segment the players, that enter the lifecycle, to receive specific player engagements according to the sub-segment they belong to. This gives you the opportunity to offer personalised player engagements within the same lifecycle, rather than having to create a lifecycle for each sub-segment.
How to Use: We've prepared the following articles to help you on your way;
Automate your Onboarding | 🔄
Action Point: Go live with your first automated onboarding lifecycle.
Functionality: Use lifecycles to automate your onboarding flow and achieve a more enriched player engagement; increased personalisation with multiple points of communication and added layers of complexity.
Create lifecycles to convert your players from registrations to depositors and to upsell players as they embark on their welcome journey.
We provide you with the following ready-made templates for;
NRC-NDC - (Newly Registered Customer - Newly Depositing Customer). Get newly registered customers to make their first deposit.
DC1-DC2 - (Deposit Count 1 - Deposit Count 2). Lead your customers to their second deposit.
DC2-DC3 - (Deposit Count 2 - Deposit Count 3). Lead your customers to their third deposit.
How to Use: We've prepared the following articles to help you on your way;
Automate your Retention | 🔄
Action Point: Go live with your first automated retention lifecycle.
Functionality: Automate your retention strategies with lifecycles when you want to achieve a more enriched player engagement; increased personalisation with multiple points of communication and added layers of complexity.
We provide you with the following ready-made templates for;
Birthdays - Celebrate with players on their Birthday.
Weekly Cashback - Automate your weekly cashbacks and save hours on calculating and crediting the right amounts to the right players.
Multi-Channel Retargeting - Retarget players who do not take action on a specific offer.
How to Use: We've prepared the following articles to help you on your way;
Automate your On-site Engagement | 🔄
Action Point: Go live with your automated first on-site engagement lifecycle.
Functionality: Create unique opportunities to build real-time connections and communicate with your players when they are on-site. Use lifecycles for your on-site strategy to deliver targeted and personalised messages.
We provide you with the following ready-made templates for;
Failed Deposit Intervention - Reach out in case of a failed deposit and suggest help, through on-site message, or proactive chat to solve the problem.
In-Game Win Achievements - Engage and interact with players whilst they are on-site. Capture moments to celebrate or interact at important pain points.
Provider Boost - When you are net negative on a provider, push players to these games for a period of time.
Consecutive Logins - Show players that you appreciate their loyalty with a lifecycle that rewards players that come to the site every day for up to 7 days
Consecutive Deposits - Offer players relevant rewards for loyalty, who deposit every day for 7 days.
How to Use: We've prepared the following articles to help you on your way;
Automate your Reactivation | 🔄
Action Point: Go live with your first automated reactivation lifecycle.
Functionality: Automate your reactivation efforts, with lifecycles, and take the manual work out of bringing players back to the site. Instead, make full use of automation by communicating at the right moment. Take advantage of our reactivation strategies to incorporate into your lifecycle.
We provide you with the following ready-made templates for;
Reactivation - Target players with less than 10% probability of making a deposit today with automated activities.
Multi-Step Reactivation - Target players who lost money over the last 2 days with specific cashback offers to bring them back to the site.
How to Use: We've prepared the following articles to help you on your way;
Automate your Churn Prevention | 🔄
Action Point: Go live with your first automated churn prevention lifecycle.
Functionality: Set up automated churn-prevention campaigns with a powerful incentivisation strategy. Contact your players when they start showing signs of inactivity. Repeat that with another offer once they become less and less likely to return.
We provide you with the following ready-made templates for;
Predictive Churn Prevention - Automatically target players that have 10-83.5% probability of making a deposit today, fires whenever there is a negative change.
How to Use: We've prepared the following articles to help you on your way;
🧠 Integration
Custom Bonus Integration | ⏲
Action Point: Have a custom bonus integration in FT CRM.
Functionality: By having a custom bonus integration you can create your bonuses directly inside of FT CRM. This will save you time as you can efficiently work from the same workspace.
Request a custom bonus integration from your partner manager. Please note there are certain requirements for this integration to be possible.
How to Use: We've prepared the following article to help you on your way;