Retenza LTD

BACKGROUND

Please describe your company and position.

I am the Head of Customer Experience at an online gaming operator

Describe what your company does in a single sentence.

Online gaming and entertainment operator serving players across multiple international markets.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Retenza LTD to accomplish?

• We hired Retenza LTD to improve our retention strategy, strengthen VIP player engagement, increase player reactivation, and build more structured communication processes across the customer lifecycle.

SOLUTION

How did you find Retenza LTD?

Referral

Why did you select Retenza LTD over others?

• Pricing fit our budget
• Great culture fit
• Company values aligned
• Other

How many teammates from Retenza LTD were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Retenza helped us bring more structure to both our retention and VIP operations. The team introduced clear processes, improved player communication, and regularly suggested practical ideas based on performance data. We especially noticed positive changes in our VIP segment, where communication became more consistent and engagement levels improved. What we value most is their proactive approach. The team is easy to work with, responsive, and always focused on finding solutions rather than simply completing tasks. Overall, we're very happy with the results and would recommend Retenza to operators looking for experienced retention and VIP specialists.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The project led to a 20% increase in player engagement, a 25% improvement in VIP player activity, and a 17% growth in reactivation rates. In addition, Retenza helped us build scalable retention and VIP processes that significantly improved operational efficiency.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management was one of the strongest parts of the collaboration. The team was responsive, well-organized, and consistently delivered on time. Whenever we had questions or needed adjustments, they reacted quickly and provided practical solutions. Communication was smooth throughout the project, and we always felt informed about progress and next steps.

What was your primary form of communication with Retenza LTD?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The most impressive thing was how proactive the team was. They didn't wait for instructions and regularly came to us with new ideas and improvements. We also appreciated their practical approach — they focused on delivering results, not just recommendations.

Are there any areas for improvement or something Retenza LTD could have done differently?

No major areas for improvement come to mind. As with any growing partnership, there are always opportunities to expand reporting and explore new retention initiatives, but overall we have been very satisfied with the quality of service and results delivered.