Who we spoke with:
Robert Davies, Consultant at Powerplay and Ivan Ivanov, Customer Service Manager at PowerPlay
Industry:
Online Gaming & Sports Betting
Existing Integrations:
EdgeTier chat and email handling system
Who PowerPlay are
PowerPlay is a fast-growing sports betting and online casino business. They operate in a highly regulated market in Canada, where compliance and customer experience are tightly linked, especially during product or platform changes.
In early 2025, they rebuilt and relaunched their entire web and mobile platform — a major technical migration change that carried potential risk of downtime, customer frustration, and revenue loss.
The challenge
The team at PowerPlay had done a similar migration in another region months earlier. That one didn’t go smoothly. Issues took too long to spot, churn was high, and the team had little visibility into what was actually going wrong with their customers.
They had to rely on agents to flag problems, pull anecdotal examples from Slack, and hope they were catching the full picture.
“You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real.”
— Robert Davies, Consultant, PowerPlay
What they did differently this time
For the 2025 launch, PowerPlay used our conversation intelligence platform EdgeTier, combining Spotlight interaction summaries and Sonar anomaly detection to track customer conversations as they happened.
From the moment the site went live, they:
- Filtered customer conversations every hour by region, topic, and brand
- Used Spotlight to summarise what customers were talking about
- Relied on Sonar to surface unexpected spikes and anomalies directly to slack allowing the team fix issues within 15 minutes
“Spotlight was running every hour or two. We could see the issues clearly and act straight away.”
— Ivan Ivanov
What they caught and fixed fast
Within the first few hours of launch, PowerPlay uncovered three critical issues that would have gone unnoticed until the next day without EdgeTier. Combined, these problems could have cost the business 50% of daily revenue.
1) Blocked accounts
Soon after launch, Spotlight summaries started surfacing a consistent issue: customers were getting locked out of their accounts. The team quickly discovered that saved passwords from the old domain weren’t carrying over correctly.
- This affected ~40% of accounts
- It was detected using Spotlight within 15 minutes
- They resolved the issue internally in under 3 hours
“Spotlight showed us what was going wrong and what customers had already tried. That saved us hours.”
— Ivan Ivanov
2) Verification failures
In regulated markets like Ontario, customers must complete KYC (“Know Your Customer”) checks to verify their identity. During the migration, a flag was incorrectly set, and users who had already verified were being forced to repeat the entire process.
- This affected every user in Ontario
- It was caught by filtering Ontario conversations and running Spotlight
- They fixed the issue within 30 minutes
3) Casino bug (overnight)
Later that evening, an issue hit the casino product, but no one was online to catch it manually. Instead, Sonar flagged the anomaly automatically and sent an alert to the casino manager.
- This issue was detected without human monitoring
- The issue was resolved early the next day, without customer impact or keeping the team up all night.
“With the last migration, I was up all night. This time, we got it sorted and went to bed.”
— Robert Davies
The Result
PowerPlay were able to compare this migration with their previous one, with the same scope, same risk, but very different outcomes.
| Without EdgeTier | With EdgeTier | |
| Time to detect issues | 12-24 hours | 15 mins–3 hours |
| Revenue at risk | 50% for multiple days | Protected |
| Churn | High | One-third of previous migration |
| Team experience | Agent reports and all- nighters | Real-time summaries, alerts and a full night sleep |
“We fixed problems fast enough that they barely became problems. That’s the difference.”
— Robert Davies
The real benefit? Fixing things before they cost your business
If you’re doing anything high-risk, like a migration, new product release, peak trading—you want to catch problems quickly and fix them before they affect revenue. That’s what EdgeTier helped the team at Powerplay do.
Want to see how it works on your own data?
