Q&A: Troy Cox, director customer operations at Tipico

Troy Cox, director customer operations at Tipico, discusses the reasoning behind the firm’s new prepaid deposit app and how it plans to improve its offering on mobile

Innovative solutions like this are important to Tipico. The idea behind the app reflects the growing popularity of mobiles, not just in gaming but also in e-commerce as a whole. Apart from this, Tipico addresses the demand for a simple, secure and compliant cash method. We have the customer at the forefront of our strategy and product development.

Once a user downloads the Tipico Pay app, they simply need to login using their Tipico account credentials. The built-in geolocation helps to identify a partnering store closest to them, where they present a unique paycode to the cashier and pay. The funds are available to play with instantly and in Germany, users are also required to provide a valid identity document. Customers can top-up their online accounts at thousands of pay points including kiosks, petrol stations and well known retail chains.

The app was developed by combining industry expertise and customer-specific requirements from Tipico with Funanga’s knowledge of white-label cash collection solutions. Everything from the look and the colours, to each step in the user journey was created bespoke for Tipico. The main focus in the creation of the app was secure processing combined with a streamlined deposit process.

The method offers the benefit of an instant payment – from cash all the way to the customer‘s Tipico account in a few simple steps. There is no need to enter additional payment credentials, long codes or passwords. All the player needs is their Tipico Pay app and the cash, and the rest is done for them. Tipico’s customers also benefit from special promotional offers when using the Tipico Pay app.

We strive to provide all our customers with an outstanding payment experience and Tipico Pay is not an exception. Therefore, the current plan for Tipico Pay is to concentrate on Austria and Germany and grow the method there.

The development team is proud of their concept. All employees of Tipico who are concerned with the development process of this product embraced the idea of creating a comfortable way to charge the Tipico account.

Tipico Pay absolutely stands out from the crowd. There is nothing similar within the sector at the moment. We therefore want to seize the tremendous opportunities. The feedback we received have been very positive so far and the plan is to extend this payment solution to different customer segmentations.

We have introduced card-scanning technology to our app and mobile site in an effort to streamline the first-time depositing process. Partnering with payments firm Jumio, the technology allows customers to simply scan their bankcard with their mobile device when making an initial deposit.

For us, the first deposit is a critical step of the customer journey and it sets the standard for the rest of their experience with us. With a simple and secure method of making a first deposit, we are giving new customers a first class experience right from the start.

Without giving away too much, we are looking into ways of making the app appealing to users not just because they can easily and securely deposit with it. We want it to be an extension to the experience and quality our customers have grown to expect when betting with Tipico.

We are always looking at further developments of our product to guarantee the best betting experience for our customers, whether it’s online, mobile and retail. This innovation will increase the user friendliness on mobile devices to bring the app to another level.