OPPORTUNITY
NYX Gaming Group identified a need to rebuild their Customer Experience Operations for their North American clients. The project required a complete rebuilding of the staff as well as an evaluation of every policy and procedure the team was using.
HOW WE HELPED
The B2B clients of NYX Gaming Group worked closely with Integrated Experience to identify points of the operation that were failing repeatedly and required immediate improvement. Over the course of 3-6 months the Customer Experience departments including the Contact Center & Fraud and Payments were rebuilt with new team members, software systems and standard operational procedures. Additionally, focus was given to auxiliary departments including Marketing, IT, and Client Support. The efforts of this project resulted in multiple clients extending contracts solidifying NYX Gaming Group as a legitimate online gaming provider in North America and eventually lead to the company being acquired by Scientific Games and later rebranded as ‘SG Digital’ (Now "Light & Wonder").