The Main Questions – JUICEBET launch Q and A
The Main Questions – JUICEBET launch Q and A
Following our announcement of our exciting new partnership with JUICEBET in Kenya, we bring more news from the front line. This time we sent Laura Main to ask the Main Questions on the partnership. She sat down with Pedro Pinto who heads up our Customer Services Team and worked as a key part of the Market Activation Team. This is part of our white-glove service, where we have rolled our sleeves up and been on the ground training our partners to get them up and running and thriving.
Q: You’ve been in Nairobi for a month helping JUICEBET launch. What was your role in making it happen?
A: I was in Kenya for a month and my role there was quite varied. I set up the processes and training for the Customer Support team. I trained them on our ST platforms, how we work and how to escalate tickets. I also gave general Customer Support training; how to handle users, their issues and the different problem scenarios, so that they were well equipped to solve. I trained the wider team on the platform including CRM Managers, CFO, Operations Managers and the Finance Team. I also helped setup their website and various pages including promotions pages, bonus pages and footer links. I ran question & answer sessions on the website, so we could identify issues and fix them before and after launch.
Q: What did Sportingtech’s Activate team actually do day-to-day on the ground?
A: We went to JUICEBET’s offices, we worked closely with the team following their progress, guiding them, and performing the tasks mentioned above.
Q: What were the biggest challenges you had to solve locally?
A: We found current ways of working meant things moved too slowly and took too much time to complete. The team were mostly reactive, dealing with things as they came in. We helped them to be pro-active and to find solutions and workarounds in advance, especially for critical issues.
Q: And the proudest moment so far?
A: To see how much the Support team grew in such a short period of time. They were all so dedicated and eager to learn. And also seeing how well the website turned out.
Q: How did you approach building and training the local team?
A: We started from scratch, we prepared a tailored daily plan systematically covering all areas of the training. Our aim was to ensure they were fully prepared to face any issues or scenarios once they went live.
Q: From a product and tech point of view, what makes the Kenyan market unique?
A: Kenya is the hub for technology in Africa, more specifically Nairobi, called the Silicon Savana. This made it the perfect place to launch a new venture, alongside truly capable and very smart people.
Q: Outside of work, how has Nairobi treated you? Any highlights from living there?
A: Nairobi and Kenyans are great, energetic, welcoming fun people. They made feel us at home and tried to introduce us as much as possible in their culture. Teaching us new Swahili words, showing us new food, and even cool dance moves.
Q: Looking back, what will you personally take away from this experience?
A: Building an operation and team from scratch is not easy, there are a lot of challenges and dependencies. There needs to be even better preparation before starting the hands-on work.
Q: If you could recommend one experience in Nairobi to a colleague, what would it be?
A: Definitely a Safari and going to a local bar to experience the night life, Kenyans know how to have fun.
Q: What’s been the most surprising cultural or business difference you’ve noticed compared to home?
A: Managers can’t go out for food and drink with their reports, when we were there this was a strict rule that seemed to be applied across most businesses.