A client base including the likes of EstrelaBet, KTO and Betmotion highlights Altenar’s quality of service for Latin American partners and customer support continues to be one of the company’s selling points.
COO Dinos Stranomitis is part of the delegation heading to the expo and believes the future remains bright in this booming market. “We are doing good business in Brazil. We are working together with a number of partners there and it is likely that all of them will secure a licence despite the cost,” said Dinos.
“All the features we have added help our operators and promote brand loyalty, and we are always happy to discuss extra features that clients request.”
Growing its business in LatAm
A new office in Montevideo, Uruguay, is now the hub for Altenar’s LatAm team and has further improved the service that operators can expect. “The main reason for opening the Montevideo office was that we already had some people in Latin America working in the same time zone but we wanted a hub to connect them together,” added Dinos.
“We had staff spread between Peru, Brazil, Colombia and Uruguay. To have an office in Montevideo has allowed us to create a team that works together - they are not just individuals.
“It is much better to have people working in the same time zone and speaking the same language rather than relying solely on our teams in Europe. It also shows our commitment to the region and that we are treating our Latin American clients with top priority.
“Our commercial account management and business support is important because we need to listen to our customers. If they have anything to report at any time, it is much better that they get a quick response in Spanish or Portuguese.”
Tailored solutions at the ready
While Altenar takes great pride in its products and solutions which can be tailored to the needs of LatAm operators, providing customer care is just as important.
Account Management Director Giannis Papakonstantinou Giannis P. oversees Altenar’s commercial account management and business support operation, and he explains what clients can expect once they have signed a partnership with the company.
“Altenar values the importance of quality in the offered products, all of which would not matter much unless it was followed by a great service,” he said.
“Dedicated account and integration managers are assigned to each partner which combined with a 24/7 business support team ensures a high level of customer service.
“Being able to support clients on a 24/7 basis is of the utmost importance. It is simple; in a highly-competitive environment with a product that is live 24/7, we need to ensure that both our partners and the end user will get a response to their queries as soon as possible.”
Altenar’s customer support team includes plenty of industry expertise while an established and proven internal escalation process, live chat facility and ticketing tools mean the company commits to provide a response from its support team within 10 minutes.
The role of an account manager is especially important in terms of ensuring partners not only get the service they expect but are operating as efficiently as possible.
“An account manager is responsible for making sure that the partner is utilising all the available tools in such a way that ensures the best possible outcome,” adds Giannis. “This includes the front end display, the bonus and promotional tools but also the established processes between internal and external teams.
“Last but not least, it is important to note that an account manager is responsible for informing partners about the product roadmap and also influences it based on partner requests and demands.”
Altenar’s team will be happy to discuss customer support in more detail and provide demonstrations of our ever-improving range of products during BiS SiGMA Americas. Those interested on booking a meeting to learn more, can do it here.
Source: GMB
