Gaming CRM
On the day a game goes live the support inbox collects everything in the same pile, from payment problems to account recovery and bug reports. Unless which version, which platform and which region it happened on is written down, that pile gives the studio not one usable piece of information.
A support case is opened with version, platform and region fields; reports carrying the same symptom gather into one list, and how many players are affected is read from its count.
- Open player support cases with version, platform and region fields and gather records reporting the same bug into a single list
- Write the answer to frequently raised problems into the case's resolution note, so later cases opened with the same symptom are read from those records
- Keep publisher, store and localisation partners on an account record, and leave the contract date and conversation history with the company
- Run content creator and sponsorship conversations as a contact sequence tied to the launch calendar
| Support Case Record | A case is a record with version, platform and region fields; it is linked to the player record, and reports with the same symptom are filtered by those fields. |
|---|---|
| Resolution Note | A recurring answer is written into the case's resolution note field; later cases opened with the same symptom are read from those records, so the text is not written from scratch every time. |
| Partner Account | The publisher, the store and the localisation company are each an account record; the contract start and end dates sit in fields, and the renewal task is tied to that date. |
| Release and Launch Calendar | A release is a dated record; the tasks linked to it are opened as content creator outreach and support preparation, and that week's load is visible from this list. |
A game's support load is not constant; it multiplies in the week an update ships, and most of the incoming messages are actually repetitions of the same few problems. But when cases accumulate as free text that repetition is invisible: the team reads hundreds of messages one by one, and because nobody knows how many players reported the same bug, the order in which fixes are made is decided by feel. In the same period, correspondence with the publisher, the store and content creators stays in personal mailboxes; when someone leaves the team, the history of that relationship goes with them.
In Rapitek CRM a support case is a record with version, platform and region fields; those carrying the same symptom are gathered into a single list with a filter. The resolution note is written on the case, and later cases opened with the same symptom are read from those records. Because the publisher, the store and the localisation side are each an account record, contract dates and conversation history stay with the company. Content creator and sponsorship contacts move along the same structure; who discussed what at which launch is read from the record.
The scope of the plans and the items priced separately are set out on the pricing page.
