We Take Great Care to Support Our Customers

We focus on three crucial services to ensure we provide you with the best possible experience

Our Three Keys to Customer Care 

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 these three crucial services:

Relationship Managers

Relationship Managers (RMs) are members of the Accel team who are completely devoted to one fundamental mission: helping customers across the state of Illinois achieve success with video gaming. Our RMs wear multiple hats — compliance expert, data analyst, customer service professional, marketer and more. They fulfill these three important functions, which we call the “PRO” system:

Our RMs are PROs

P

Protection of Customers

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.  

R

Retention of Customers

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. 

O

Optimization for Customers

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 see customer care as our competitive advantage. Ready to learn more about gaming in Illinois?
 
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Preventative Maintenance

We developed our preventative maintenance program to cut down on service calls and increase our machines up time. So far, it has paid off.

 
Think of Video Gaming Terminals (VGTs) as being similar to large computers. And just like computers, they can have bugs, mechanical malfunctions and other issues. To keep those kinds of problems from arising, Accel provides a Preventative Maintenance program to all of its customers, free of charge. That means we’re doing site visits to each of our 1,500 statewide customers every 30-45 days. In those visits, members of our field team do routine maintenance checks that are completed in about 45 minutes. (We typically schedule those at a time that doesn’t interfere with peak playing hours.) As part of that, we do a comprehensive cleaning and disinfecting of all machines, and apply a shine agent to give the VGTs that “new” look. It’s all done with the goal of making you and your patrons happy.
Our success is a direct result of our people. Curious who you'll be working with at Accel?
 
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Customer Support

We think that when you need us you should be able to reach us - fast. Any down time you experience effects your revenue as well as ours, so it's in our shared best interest that we be strategic about our response.

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.

  Are you a current customer in need of support right now? 
 
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Talk to one of our experts about adding gaming machines to your establishment today.