back to blog

Mar 15, 2023

Flow of the week – Anti Churn Automation


In the world of online casinos, the VIP experience is critical to customer retention and growth. Keeping your high rollers happy is key to ensuring they continue to play with your casino and recommend it to others. However, providing a customized experience for each VIP can be time-consuming and requires a lot of manual work.

That’s where Flows comes in. Our platform makes it easy to automate customised campaigns for each VIP based on their experience at the casino. For example, you can use a Flow to calculate cashback based on their losses and automatically add it to their account while triggering an email and message to the VIP team. Or how about you trigger Free Spins on their favourite game?

Let’s take a closer look at how this anti-churn campaign would work using Flows:

  1. Identify the VIPs who are at risk of churning – You can get, store and manipulate data easily with Flows to determine which VIPs have not been active recently or have had a significant loss.
  1. Create a customised campaign for each VIP – Using Flows, you can create personalised campaigns for each VIP based on their activity and preferences. For example, you can create different routes in your Flow to offer a higher cashback rate for VIPs who have been playing frequently, give cash on live casino or trigger free spins for those who prefer slot machines – on their favourite slot of course.
  2. Automate the campaign messaging – Once you have built your campaign logic in Flows, Flows can automatically calculate the cashback or free spins and add them to the VIP’s account by connecting to your player management platform. With flows you can also trigger an email through your marketing tool of choice and send direct message to the VIP team, through for example Slack or Telegram, so they can follow up with the customer and provide any additional support.  And what’s more, with Flows App Marketplace you will be able to integrate your any of your 3rd party tools to use within your Flows  – all without code!
  3. Monitor and adjust the campaign as needed – Using Flows, you can monitor the success of the campaign and make adjustments as needed. For example, if you see that the cashback rate is not sufficient to retain a particular VIP, you can update the flow in just seconds, increasing it to keep them playing.

By using Flows to automate this anti-churn campaign, your business can save time and reduce manual work while still providing a personalised experience for each VIP. This not only improves customer retention but also helps growth.

At Flows, we believe that automation should never sacrifice quality or personalisation. That’s why we’ve created a platform that makes it easy to automate complex campaigns while still providing a customised experience for each customer.

Let’s have a look at an example, shall we?

How do you Flow it? 

Start your Flow on a Login

It sounds weird starting a Anti-Churn flow on login right? Well, with Flows you can work magic! So how it works is that on login – we check if the player is a VIP, or any other filter you wish to add, and then add a timer that will reset on every login. It will only continue to run in the specified time if there is no login within the set time frame. You can select to use a spin, deposit or any other event as your Flows trigger to set the timer on.

If the timer runs out, the blue path in the Flow will follow. In our example it will continue if there is no login from the customer in the last 10 days. Flows will then proceed to collect customer data for segmentation from your PAM of choice that we will build an APP for – so you can easily just add what you want to do to your Flow and go get that data – no code or technical knowledge needed! In our example we have added several different APP stages that behind the scenes will call an API to collect the data that you are requesting.

The Flow then continues with using that data to segment the customers into different routes, and for each route you can easily add actions such as assigning a bonus, adding free spins, triggering to your CRM/marketing tool, as well as actions to your PAM such as adding a tag for follow up on the campaign performance (add another flow that checks if this tag is present when the player logs in and track if they use the offer and when!). You can also connect to your internal communications tool such as Slack or Telegram to notify your VIP team to monitor the player.


If you want to find out more about how flows can help you to accelerate delivery and supercharge your innovation, get in touch