About the Project
Together with LeverUP, WINWIN implemented Salesforce Marketing Cloud as a strategic CRM platform with a clear focus on long-term internal ownership. A blueprint-driven approach, combined with structured knowledge transfer, enabled WINWIN to significantly reduce operational dependency on external providers and to independently design, operate, and evolve complex customer journeys.
CLIENT NAME: WINWIN
INDUSTRIES: Gaming, gambling & entertainment
PLATFORM: Salesforce Marketing Cloud
SERVICES: Blueprint and solution development for Marketing Cloud implementation, full Marketing Cloud implementation, system and campaign migration from legacy system, custom development work, system enhancements and improvements
DURATION: Ongoing for 2+ years
The Client
WINWIN is an Austrian chain of gaming, gambling & entertainment venues owned by the Austrian Lotteries group. It has been operating since 2004, with around 20 locations across Austria.
The Challenge
Before the project, central CRM expertise – both technical and process-related – was largely externalized. This limited internal steering capability, slowed time-to-market for new journeys, and constrained strategic Innovative campaigns often required disproportionate external effort, reducing scalability and automation flexibility. At the same time, the existing CRM landscape limited consistent, data-driven orchestration across customer touchpoints. WINWIN therefore evaluated leading CRM platforms with the objective of selecting a scalable, economically viable solution that supports sustainable growth while explicitly enabling internal capability building.
Project Goals
The primary objective was to establish a modern CRM platform that enables WINWIN to:
- Build and retain internal CRM expertise
- Reduce long-term dependency on external delivery
- Scale customer engagement through a stable and maintainable architecture
A key success factor was the deliberate balance between standard platform usage and targeted extensions:
- Scalable Salesforce Marketing Cloud architecture
- Strong reliance on standard capabilities to ensure maintainability
- Targeted custom development where business-specific value required it
- Custom voucher generation application enabling personalized voucher provisioning directly at the point of sale across WINWIN locations
- Omnichannel journey orchestration across Email and Push Notifications
The Process
The implementation followed a structured concept and architecture phase, resulting in a comprehensive blueprint. Two representative pilot journeys were defined to demonstrate the full platform potential. These journeys were initially implemented by LeverUP with close involvement of WINWIN employees. Subsequent use cases were rolled out iteratively, with responsibility progressively shifting to the internal team. While this approach required slightly more effort in early phases, it created lasting internal competence and operational independence.
Results
Since implementation, WINWIN has achieved:
LeverUP's Take
WINWIN’s journey demonstrates that successful customer engagement is not a one-time initiative but an ongoing evolution. With core capabilities established, the focus has shifted toward greater automation, deeper personalization, and continuous optimization. Today, WINWIN increasingly drives these initiatives independently, while LeverUP supports the next stage of growth as a strategic advisor.
