At Accel Entertainment, our relationships with our customers are at the center of everything we do. Accordingly, we believe in taking good care of customers, providing unparalleled service to increase their profitability.Our approach to customer care rests on three crucial services: Relationship Management, Preventative Maintenance and Customer Support.
The most crucial role RMs play for Accel clients is helping them become licensed establishments that abide by all rules and regulations set forth by the Illinois Gaming Board (IGB).
They can guide you through the steps it takes to become licensed and help you stay updated on any legal changes that could affect your license or video gaming operations.
Accel’s RMs work from the outset to become familiar with a location’s clientele, layout and other aspects that make it unique. They create a good rapport with customers, and develop a relationship that’s built to last. At the end of the day, the partnership between a location and their RM relies on trust and the mutual goal of wanting to bring in patrons and increase revenue. No one knows a location like the people who spend every day there, but when you have someone to help with the “heavy lifting” of video gaming, it means you can focus more on other aspects of the business.
This element of the RM’s job entails anything that helps business owners maximize revenue and attract as many patrons as possible. This can include marketing, training, data analysis and industry trend-watching. Their goal is to ensure a flawless experience for you and your patrons by sharing their knowledge and expertise — and, in this way, maximize your video gaming revenue.
We pride ourselves on not only our responsiveness, but also our track record for resolving customers’ issues quickly and conclusively. For example, our call center is able to close around 30 percent of daily service calls over the phone. That goes for issues that require a site visit, too. Our field service team has a 92 percent first-time fix rate, which means those incidents didn’t require a technician to return within 48 hours from the initial visit. And we’ve staffed up our team in the field so we can address any problems fast: We have one service tech for every 14 locations across the state of Illinois.