Intercon People

BACKGROUND

Introduce your business and what you do there.

I’m an executive of a gaming company. We own and operate a portfolio of online casino and iGaming brands.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intercon People?

As we expanded our portfolio of iGaming brands, our primary objective was to build a robust operational infrastructure without diluting the focus of our core leadership team. We needed to move away from fragmented freelancers and unreliable short-term hires to create cohesive, long-term teams that could scale with us.

SOLUTION

What was the scope of their involvement?

We’ve hired Intercon People to handle the end-to-end outstaffing of entire departments across our portfolio. Specifically, we’ve needed them to source not just individual contributors but also the leadership layer to manage them. They’ve accomplished this by staffing key positions across all key areas, including executive and senior leadership, operations and management, marketing and acquisition, sales and business development, customer support, compliance and legal, product and technology, and administration and finance.Intercon People has served as our dedicated outstaffing partner, providing end-to-end talent solutions across our entire portfolio of online casino and iGaming brands. Their scope of work has encompassed the full lifecycle of team building and operational support, from sourcing and vetting to ongoing integration and management of remote staff.In terms of talent acquisition and recruitment, they’ve sourced, vetted, and placed qualified professionals across all departments, managing the entire recruitment lifecycle, including job postings, screening, interviewing, and reference checks. They’ve also provided cultural and technical fit assessments to ensure seamless integration with our existing teams.For staffing of entire departments, they’ve built complete teams from the ground up, including both individual contributors and management layers. They’ve provided an ongoing pipeline of candidates for continuous scaling needs and handled replacement and backup staffing to ensure operational continuity.Regarding operational management support, they’ve supplied middle management talent to oversee day-to-day operations without direct supervision from our group-level leadership. They’ve provided team leads and supervisors to manage ground-level staff across different shifts and time zones and ensured smooth communication and reporting between outstaffed teams and our core leadership.Their department-specific deliverables have covered executive and senior leadership, including strategic oversight and execution of brand-level objectives, performance reporting and KPI tracking, and cross-departmental coordination and resource allocation. In marketing and acquisition, they’ve handled planning and execution of affiliate marketing campaigns, performance marketing management across paid channels, SEO and content strategies to drive organic growth, and CRM campaigns for player retention and reactivation. For sales and business development, they’ve managed B2B partnership development with game providers and aggregators, VIP player acquisition and relationship management, and key account management for existing partners.In operations and management, they’ve handled daily casino and sportsbook operations management, payment processing oversight and reconciliation, fraud monitoring and risk management, and data analysis and performance reporting. For customer support, they’ve provided 24/7 multi-language player support across all brands, quality assurance and training programs, and escalation management and complex issue resolution. In compliance and legal, they’ve managed regulatory compliance monitoring across jurisdictions, AML and responsible gambling protocol implementation, and documentation. For product and technology, they’ve handled platform maintenance and updates, game integrations with new providers, UX/UI improvements based on player feedback, and QA testing for new features and game launches. In administration and finance, they’ve managed financial reconciliation and reporting, HR administration for outstaffed teams, executive assistance for C-level management, and general operational administrative support.As part of their comprehensive outstaffing services, Intercon People has provided professionals who’ve implemented, managed, and optimized a wide range of tools, platforms, and systems critical to our iGaming operations. Their teams have worked seamlessly within our existing tech stack while also helping us integrate new solutions to improve efficiency and performance.In terms of casino platform and game management, their teams have operated our core gaming platforms and PAM systems, managed integrations with game providers and aggregators, coordinated game launches and updates, and monitored platform performance and uptime. They’ve worked extensively with our back-office systems for game configuration, bonus setup, and promotional scheduling.For affiliate and performance marketing, their affiliate managers and marketing teams have utilized affiliate tracking platforms to manage partner relationships, commission structures, and performance analytics. They’ve also worked with various traffic tracking and attribution systems to optimize marketing campaigns across multiple channels.In customer support, their support managers and agents have operated our ticketing systems and live chat platforms, managing player inquiries across email, chat, and social channels. They’ve utilized CRM systems to track player history and provide personalized support, and they’ve worked with knowledge base software to maintain up-to-date help center content.For compliance and risk management, their compliance officers and fraud analysts have managed our AML monitoring systems and responsible gambling tools. They’ve utilized identity verification platforms for KYC processes and worked with geolocation and age verification systems to ensure regulatory compliance across jurisdictions.In data and analytics, their data analysts and operations teams have worked with business intelligence platforms to generate reports on player behavior, retention metrics, and revenue performance. They’ve utilized dashboard tools to provide real-time visibility into KPIs across all brands.For payments and finance, their payment specialists and finance teams have managed our payment gateway integrations and reconciliation tools. They’ve worked with multiple payment provider dashboards to monitor transactions, manage chargebacks, and ensure smooth deposit and withdrawal processes.In product and technology, their developers and QA teams have utilized project management platforms for development workflows, version control systems for code management, and testing tools for quality assurance. They’ve also worked with UX research tools to gather player feedback and inform product improvements.For internal communication and reporting, their middle management and team leads have utilized collaboration platforms to maintain transparent communication between outstaffed teams and our core leadership. They’ve implemented reporting systems and templates to ensure consistent updates on departmental performance.Overall, Intercon People’s professionals have demonstrated strong technical competence across our entire technology stack. They’ve adapted quickly to our existing systems and tools while also providing valuable input on new platforms and solutions to improve our operations. Their ability to manage these diverse tools effectively across multiple departments and brands has been a key factor in our successful long-term partnership.

What is the team composition?

We’ve worked with over 450 teammates from Intercon People.

How did you come to work with Intercon People?

We found them through a referral. We chose them over other options because they were a great culture fit, had good value for the cost, and had company values aligned with ours.

What is the status of this engagement?

We started working with them in December 2020, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The success of our partnership with Intercon People has shown up in a lot of measurable ways over the years. First and foremost, we’ve been able to scale from a small operation to a fully fledged portfolio of brands without dropping the ball operationally. Before working with them, we were bottlenecked by hiring. Once they came on board, we went from struggling to fill roles to launching new departments in a matter of weeks. That speed of execution has been a huge win.In terms of team performance, the departments they’ve staffed have consistently hit or exceeded their KPIs. Our affiliate team has grown our partner network significantly year over year. Our sales team has expanded B2B partnerships and VIP player acquisition. Our support team has maintained high satisfaction scores across thousands of player interactions, something we track very closely in this industry.We’ve also seen real improvements in retention and player lifetime value thanks to the CRM and retention teams they’ve built for us. Campaigns have been more targeted, communication has been more personalized, and players have stayed active longer.On the compliance side, having their professionals manage our AML and KYC processes has given us peace of mind. We’ve passed multiple regulatory audits with no major issues, which in iGaming is a massive win.Another measurable outcome has been the reduction in oversight required from our core leadership team. Before, our founders and executives were deep in the weeds of daily operations. After Intercon People has placed strong middle management across departments, our leadership team has been able to step back and focus on strategy, acquisitions, and entering new markets. That shift alone has been worth the investment.And finally, the sheer volume speaks for itself: over 450 placements. Every one of those roles has contributed to the growth and stability of our brands.We track everything in this industry, so we’ve seen clear improvements across several key metrics after Intercon People’s teams have come on board. On the affiliate side, which has been one of the first departments they’ve staffed for us, our affiliate network has grown by over 200% within the first two years. Their affiliate managers have been proactive about recruiting new partners and optimizing existing relationships, which has directly translated to more quality traffic and better conversion rates.For player retention, the CRM team they’ve built for us has made a huge difference. We’ve seen our player retention rates improve by roughly 30–40% year over year after they’ve taken over. Their campaigns have been more targeted, the communication has felt more personal, and players have simply stuck around longer. That has obviously had a direct impact on lifetime value.Customer support has been another big win. Before they came in, our support scores were decent but inconsistent. After their support managers and agents have taken over, we’ve consistently maintained satisfaction scores above 90–95% across thousands of interactions. Response times have dropped, resolution rates have improved, and players have noticed the difference.On the sales side, their teams have helped us expand our B2B partnerships significantly. We’ve added dozens of new game providers and aggregators to our platforms over the years, which has directly improved our content offering and player experience.Operationally, we’ve measured things like payment processing times and fraud incident rates. Their payments and compliance teams have kept our transaction success rates high and our chargeback rates low; both critical metrics in iGaming.And maybe the most telling metric of all: our core leadership team’s time spent on operational firefighting has dropped by at least 50–60% once their middle management has been in place. That’s not a traditional KPI, but for a growing company, it’s everything.Across affiliate growth, retention, support quality, partnerships, and operational efficiency, Intercon People’s teams have delivered measurable, consistent improvement year after year.

How did Intercon People perform from a project management standpoint?

I’d describe their project management as structured but flexible. They’ve given us realistic timelines and mostly stuck to them. When delays have happened, usually around hard-to-fill senior roles, they’ve communicated early instead of going silent.Their middle management layer has handled day-to-day coordination well, so our core team has stayed informed without needing to micromanage.What has impressed me most is how they’ve handled growth spurts. When we’ve needed to scale fast for a new brand or market, they’ve found ways to accelerate hiring without dropping quality.They also haven’t just thrown people at us and disappeared. There have been ongoing check-ins to make sure their team members have been integrating well.Overall, they’ve delivered on time consistently enough that we’ve trusted them completely. In five years, there have been no major missed milestones. That’s a solid track record.

What did you find most impressive or unique about them?

The most impressive thing has been their ability to scale with us without ever losing that personal touch. Over five years and 450+ placements, they could have easily become just another vendor. But they haven’t.What has really stood out has been the quality of their middle management. Finding good individual contributors is one thing. Finding leaders who can run departments independently, make smart decisions, and actually take things off our plate? That’s rare. And they’ve delivered that consistently.I’ve also loved their transparency. We’ve always known what’s happening, good or bad. No hidden issues, no surprises. Just honest communication.And honestly, they’ve felt like part of our team. Not an outstaffing/outsourcing partner. Not a recruitment agency. Just us. That level of integration across five years has been unique in this industry.

Are there any areas they could improve?

For a five-year partnership with 450+ placements, there’s surprisingly little I’d change. But if I had to pick a few things, in the very early days, the onboarding process for new team members could have been smoother. It’s taken a few weeks for them to fully understand our internal tools and workflows. They’ve figured it out, but a more structured training handoff from day one would have sped things up.There have also been a couple of times when we’ve wanted to scale faster than they could find the right senior people. They’ve refused to lower their standards, which I respect, but it’s meant we’ve had to wait a bit longer for some key hires.And maybe once or twice early on, a placement hasn’t been quite the right fit. But they’ve always fixed it quickly and without drama.That’s really it. Five years later, those small early hiccups are long forgotten. They’ve evolved with us, improved over time, and become exactly the partner we’ve needed.

Is there any advice you have for potential customers?

Be patient. There have been moments when we’ve wanted to scale faster than they can find the right talent. We’ve gotten impatient sometimes, especially when we’ve been launching something new. But looking back, I actually appreciate that they’ve prioritized quality over speed. They’ve pushed back when necessary and made sure we’ve gotten the right people, not just warm bodies. That patience has paid off in the long run.

How was the relationship with Intercon People?

Honestly, with a partnership this long and this large, it wouldn’t be realistic to say everything has been perfect from day one. There have definitely been challenges along the way, but what matters to us is how they’ve handled them.In the very beginning, there’s been a bit of a learning curve. We’ve come in with pretty specific ways of doing things, and it’s taken a few weeks for the first team members to fully adapt to our processes and internal tools. Nothing major, just the usual growing pains when you bring new people into a complex operation.There have also been a couple of times early on where a specific role hasn’t worked out as well as we’ve hoped. Maybe the candidate hasn’t been quite the right fit culturally, or their experience hasn’t translated exactly the way we’ve expected. But Intercon People has always made it right. They’ve handled replacements quickly and without drama. They’ve never made us feel stuck with the wrong person.One area where progress has been slower than anticipated early on has been in middle management. It’s taken a little longer to find the right leaders who can operate independently and truly take things off our plate. But once they’ve found that first wave of strong managers, everything has clicked. After that, they’ve gotten better and better at identifying that level of talent for us.So yeah, there have been challenges. But every single one has been addressed professionally, and the partnership has gotten stronger because of it.