Finnplay has won the prestigeous EGR Nordics Award for the best Casino Platform Supplier. We were chosen from a list of other top tier providers including Playtech, Scietific Games, Relax, NetEnt and Microgaming.
The judges commented:
“Impressive submission demonstrating success, flexibility, and scalability”
“Finnplay’s growth in the Nordics, improved customer service and balancing responsibility with profit is starting to set this supplier apart from its peers”
This is our first major industry award, and more will come!
We wanted to share our winning application, because it tells much about our biggest strengths and accomplishments over the past year as a team.
EGR Nordic Award Application
Casino Platform Supplier
Submitted on behalf of: Finnplay Technologies Oy
Finnplay 2020: Innovation, Customer Service and Growth
Founded in 2008, Finnplay is the leading provider of iGaming technology and services from the Nordics. Finnplay delivers a trusted and flexible iGaming platform with special strengths in Responsible Gaming, AML and compliance. 2020 has been a banner year for Nordic supplier which saw its core philosophy of balancing responsibility with profitability validated with success in the face of changing global realities from regulation to the pandemic. Finnplay's platform, Titan is built for established operators with demanding requirements, especially in the highly regulated Nordic markets. Titan is also an open platform, meaning it has ready-integrations to all the top game, payment and third-party service providers. In 2020 Finnplay has launched over a half dozen new brands into the market and continues to expand into newly opening European markets and other countries around the world. Finnplay's platform is solid, scalable, market-proven and worthy of this prestigious award.
TECHNOLOGY AND INNOVATION
2020 has been a year of innovation for Finnplay. The company has worked hard to develop new features and tools to further support its partners’ iGaming operations. Importantly, Finnplay is also an open platform, meaning it offers integrations to all the top provider to its operators. Over the year, Finnplay significantly expanded its portfolio of integrations to leading industry suppliers, now with over 100 game providers, more than 80 game providers and dozens of top third party integrations such as marketing and KYC/AML service providers. Finnplay also developed its own bespoke applications for its partners, including a cross-site Tournament feature, an Engagement Manager tool and a new 360 Services department.
TOURNAMENTS
Finnplay began the year by introducing a new gamification feature called Tournaments. The feature allows operators to set up onsite competitions where players can win extra awards by reaching specified goals and achievements. This can be used to stimulate specific types of activities on the site and creates additional motivation for player participation. This also offers an effective way to drive ROI through promotions that boost engagement. The tournaments can be highly customized and based on any combination of games or providers.
ENGAGEMENT MANAGER
This important new tool was introduced in the summer 2020, combining smart player segmentation with campaign automation and real-time analytics. It is a powerful addition to the platform, enabling operators to communicate in a highly personalized manner with players to deliver the most appropriate and motivating campaigns and messages at exactly the right time according to customizable triggers. Operators create custom player groups, segmented by behaviour and deliver timely messages, campaigns and bonuses via automated actions. It’s a novel approach to a long-standing challenge for operators. The messages are delivered via email, SMS and push notification using integrated service providers. Operators also set up graphical dashboards fed by real-time data to analyse results and improve future campaigns, player segments, triggers and bonus offerings.
CUSTOMER SERVICE TOOLS
In the fall of 2020 Finnplay, launched an entirely new department dedicated to delivering excellence in customer service, the 360 Services Department. The entire department and all the tools developed for it were designed to maximize uptime and productivity of the gaming application. The support service includes a specialised visualisation tool for real time site data called Eagle Eye Application Monitoring. The department also bundles products and services dedicated to payment & game support, training and 24/7 availability. Finnplay has developed a bespoke Chat application to consolidate and simplify communication with its partners and enhance responsiveness.
The result has been an impressive improvement in level of service time and quality, including:
- The average first response time reduced from 1 day, 10 hours, 19 min down to just 12 minutes.
- The average issue resolution time was cut from 1 week, 1 day, 16 hours in August to just 4 days, 3 hours
Finnplay’s DevOps team also made significant new developments such as:
- Automated installation of the new stage environment resulting in reducing the set up process from 2 days to 1 hour.
- Development of the Eagle Eye monitoring tool to generate graphical KPI visualizations, give a betterunderstanding of customers' site performance and provide meaningful alarms in case of problems.
GROWTH
2020 has been the most commercially successful year in Finnplay’s 12 year history. The company’s fiscal year ending at the end of Q1 2020 reported an impressive revenue growth of +50%. In addition to launching over a half dozen new brands in markets around the world this year, Finnplay has continued its strong growth trajectory. In spite of the major disruptions caused by the lockdowns and other restrictions, Finnplay forecasts at least 25% more growth for the current fiscal year.
Finnplay was awarded by Finland's premier business publication Kauppalehti with their prestigious Growth award. Finnplay was given the rank of Achiever - a level certified to only 6 per cent of Finnish companies. The Achiever classification required that the company's financial performance is among the best both in its industry and in the entire country. The classification measured companies’ financial performance: growth, profitability, results, liquidity, financial solidity, and risk tolerance.
Finnplay Kauppalehti award listing with official growth figures: https://www.kauppalehti.fi/yritykset/menestyjat/hakutulos/2239350-3?fbclid=IwAR39gPt2Vy-XBiTkV6mveQ9BkLDVWCkrdH8hlMvAQiUGnUkIQMM18N8_aBs
2020 in Summary
As a technology provider, Finnplay’s success comes largely as a result of the success of its operators - and by every measure, 2020 has been the strongest year in Finnplay’s history. It has also validated Finnplay’s core philosophy of balancing growth with safety for all the players and operators it supports. Although Finnplay is not the largest platform provider in the industry, throughout its history, it has been reliable, consistent and motivated by the right values. It would be an honour to have that acknowledged by the industry in being selected for the prestigious EGR Nordic Casino Platform Supplier award.