Product Overview

A comprehensive overview of all the functionality supported in FT CRM.

Here you'll find a comprehensive overview of all the functionalities found inside FT CRM;

• Real-time Platform & Events

• Multi-Channel Activities & Lifecycles

• Player Actions

• Efficiency & iGaming Support

• AI Features

• 1:1 Experiences

• Analytics & Insights

• Integrations

Note: Some aspects of functionality may require custom development or may be displayed differently for different operators.

⏱️ Real-time Platform & Events

The average end-to-end processing of Real-time events is 50ms.

Real-time Data Platform

FUNCTIONALITY	DESCRIPTION
Real-time Data Stream	Send data to the platform in real-time from your gaming platform and other business systems and websites
Real-time Segmentation	All segmentation attributes and calculations that are delivered using the Real-time Data Stream and are updated and made available in Real-time. Any data delivered sent as Real-time events can be mapped to the brand segmentation model.
Real-time Triggers	Any event in the Real-time Data Stream can be used as a Real-time Trigger to run Activities and release specific Actions. E.g. to credit a bonus when a player makes a successful deposit of €50 or more.
Real-time Consents	Player's communication consents are updated in Real-time, e.g. if a player opts out from email marketing on 01/06/2020 at 17:55:01 they would be excluded from receiving the next email campaign, even if the campaign triggers only a second after.
Real-time Analytics (Data Consolidation)	Conversion and engagement related metrics are updated in Real-time. E.g. all Email and SMS delivery and engagement stats are updated in real-time.
Real-time Custom Events	In addition to the standard integration (with core support and implementation guidelines for all iGaming verticals), the operator can send any custom data to the platform. These can be used to enhance the segmentation model or create bespoke triggers.

Player Actions (Channels)

Real-time Events

🤺 Multi-Channel Activities & Lifecycles

Activities (Multi-Channel)

FUNCTIONALITY	DESCRIPTION
Marketing Campaigns	Marketing campaigns including, e.g. Flagship campaigns, Network Promotions, or Reactivation campaigns that can include multiple communications on different channels, such as email, SMS, on-site messages, push notifications, and/or automatic calling.
Scheduled Engagements	Activities can be scheduled to take place in the future, e.g. when there's a specific holiday or a new game release.
Re-occurring Campaigns	Campaigns that re-occur on intervals that are defined by the users, e.g. an Activity with an email send-out that re-occurs every Friday at 18:00 or every month on the 25th at 18:00 or every 3 hours.
Advanced Retargeting	After sending an email or SMS, re-target the player if they have not engaged with you in X amount of time. E.g. Send an Email at 11.00, if the player has not logged in at 13.00 also send an SMS.
Multiple Actions in one Activity	An Activity can include multiple Actions, e.g. one Activity can include an Email and SMS send-out at 17:00 plus a bonus that is credited as a scheduled action when the same player logs in within the next 3 hours (before 20:00).
Multiple Languages in one Activity	An Activity can be translated into multiple languages.
A/B Testing	Easily deploy and test variations of rewards and/or communication. The difference in conversion results for A/B test is reflected in reports that are available on the platform.
Random Audience Split	Choose the desired % of the segment that will receive each A/B variation and control groups.
Control Groups	Add a control group to the Activity to exclude a portion of the segment to see true results. Activity performance dashboards will highlight performance differences and Z score.

Lifecycle Automation (Multi-Channel)

🎬 Player Actions

Email Builder

FUNCTIONALITY	DESCRIPTION
Template Management	Upload, store and create new email templates with multiple versions on the platform.
Template Versions	Email Templates with multiple versions out of which one can be chosen as the active version.
Code Editor	Email Template HTML and/or style editor, which can be used simultaneously.
Visual Editor	Multiple content fields on templates that when added, become available for edits while building Activities, allowing editing emails without having to build separate email templates or to leave the Activity builder.
Content Blocks	Re-use content blocks to quickly build and manage changes in an Email Template.
Personalisation & Dynamic Content	Dynamic content fields that are sent through via the Real-time Event Steam.
Sender Profiles	Multiple email Sender Profiles. E.g. use a different profile for transactional emails than for marketing communication emails, which can have a better open rate and reputation on different email providers.
Sender Authentication	Email sender authentication to improve operator's sender reputation and email delivery rates.
Emoji Support	Utilise emojis to enhance your content.

SMS

🚅 Efficiency & iGaming Support

Efficiency

FUNCTIONALITY	DESCRIPTION
iGaming Specific Workflow	The platform is built specifically for iGaming. This is reflected throughout the workflow all the way from planning to execution and analysis. This includes but not limited to the real-time data in the foundation, the way activities are built with all actions in one place, bonus integration by default, support to handle compliance requirements, industry-specific segmentation model, relevant predictive models, translations management, quality assurance to name a few.
Communication Profiles	Communication profiles determine which language the player will receive. This is fully configurable and flexible.
Quality Assurance (QA) Portal	A dedicated QA portal to review activities including their settings and visual contents with a step by step review and sign off process.
Automatic Bonus Terms & Stop Text	SMS send-outs automatically include the chosen bonus terms and stop texts without having to add these contents for each send-out separately.
Duplication Features	The platform has multiple available duplicate functions, including duplication of Projects, Activities, Actions and Action Groups.
Live Preview	Whenever you create an action (such as Email, SMS or On-site notification) you can always preview what the end result will be for the player. Both whilst you build and during testing.
Single-click Translations	Adding a new translation into an Activity is done with a single click. The necessary fields to add the translations become available automatically, while the fields that do not change from the system language do not need to be filled in again.
Activity Process Monitoring	Activity Process Monitoring is a real-time monitoring tool that includes a summary of all Activities triggered by the platform.
Bulk Upload + Drag & Drop Media Library	Upload and store media files on the platform with a drag and drop function. Files or zip files can be uploaded in bulk.
Activity Archiving	Archived past activities to later view old Activities.
Search & Hotkeys	Hotkeys make it faster and more efficient to access certain areas of the platform
Projects	Organising Activities into Projects and manage the end-to-end build of activities from inside a Project.
Project Workflows (Dev/QA/Prod)	Projects feature a simple workflow to easily get an overview of what is in development, in quality assurance or live in production.
Activity Planner	A calendar view that shows when projects and activities are scheduled to be sent.
Player Search	Search for individual players and show their Player Timeline and Player Info with real-time values for each available segmentation attribute.
Player Timeline	List of all player's past and upcoming Actions with a visual view of the communications, for example, a preview of the actual email that was sent to them, the SMS message or Onsite notification.

iGaming Support

🤖 AI Features

AI Features

FUNCTIONALITY	DESCRIPTION
AI-Powered Suggestions	Improve your content in a variety of ways with just one click.
Auto-Generated Translations	Translate content with AI Technology.
AI Image Generation	Generate Images with AI Technology

🤝 1:1 Experiences

The Singularity Model

FUNCTIONALITY	DESCRIPTION
Player Features	Establish comprehensive player profiles with real-time observations of players' actions and interactions. A key feature to perform 1:1 Experiences, and can also be used for Segmentation.
Content Features	Classify campaigns in the Content Library, to be matched to players based on Player Features.
Content Library	Create an elaborate library of campaigns to be used for the full 1:1 Experience.

1:1 Experience Features

📈 Analytics & Insights

Analytics & Insights

FUNCTIONALITY	DESCRIPTION
Lifecycle Reporting	Clear overview of the performance of an entire lifecycle and the activities inside.
Campaign Reporting	Multiple conversion dashboards are available on the platform. The dashboards are updated with real-time data and conversion performance.
Player Movements	See players engagement levels and how they have moved from the previous day.
Financial KPI Performance	All reports include relevant financial KPIs, such as deposits. All reports include relevant financial KPIs, such as deposits.
Brand Analytics	See an overview of your brands performance.
Channel Performance	See detailed data on how each delivery channel.

The Data Studio

⚒️ Integrations

API/Custom Integrations

FUNCTIONALITY	DESCRIPTION
API Support for Transactional Email, SMS & Push Notifications	API based integration to send system messages on Email, SMS or Push. E.g. mobile verification or KYC request.
Service Portal for DevOps	Internal DevOps teams have access to a service portal which includes full monitoring of the platform.
Backoffice Customisations	The back office can be customised, e.g. to include custom data visualisation.
Extended Bonus Platform Integration	Ability to set up rewards and bonuses directly from the platform.
Connect in-house Tools & Platforms	Extend with custom integrations. Integrate for example internal gamification or loyalty platforms.
Real-time Data Access for in-house Development	Allow your internal development team to build their own action services using the data feed from the platform.
New Provider Integrations	Request new providers integrations (e.g. new Email or SMS provider) that will be integrated and added.

Hosting & Security

Other