Esports: Acquisition and Retention Channel for Telecom Operators

A $2.13 Billion Market and an Audience You Want to Conquer

The global esports market reached $2.13 billion in 2024, with projections to $7.46 billion by 2030 (23.1% annual growth). This industry reaches 590 million fans, 73% aged 18–34 — precisely the segment telecom operators struggle to acquire and retain.

Facing rising acquisition costs and churn rates of 20–44% depending on the market, esports emerges as an innovative engagement channel for this hyper-connected generation.

1. Acquisition: Building Your Own Gaming Ecosystem

The Challenge of Traditional Acquisition

Telecom operators face multiple hurdles:

Saturation of traditional advertising channels (TV, display, social media)
Difficulty capturing authentic attention from 18–35-year-olds
Declining ROI on traditional acquisition campaigns
Lack of differentiation between operators

The Opportunity: White-Label Esports Tournaments

Imagine hosting your own branded gaming tournaments where customers and prospects compete in popular games (FIFA, League of Legends, Valorant, etc.).

How It Works

A player discovers your Call of Duty tournament. They register. Based on your configuration, they’re identified as an existing customer (free access, exclusive content) or a prospect (registration via your offer or paid entry).

Acquisition Benefits

Qualified lead generation: Voluntary sign-ups with detailed profiles (favorite games, skill level, play frequency)
First-party data: GDPR-compliant opt-in collection for future campaigns
Exclusive content: In-game skins, bonuses reserved for subscribers
Brand differentiation: Become a gaming destination, not just a telecom provider
Authentic engagement: Players come to you, you don't interrupt them

Concrete Use Case

An operator launches a FIFA tournament:

Free access for subscribers
Non-subscribers: subscribe to gaming offer or pay entry fee
Thousands of sign-ups in weeks
Highly qualified leads with clear intent
Cost per lead significantly lower than traditional channels

Why It Works

Esports tournaments create voluntary engagement, not ad interruption. Participants actively sign up, share data, and associate your brand with a positive experience — a complete reversal of traditional acquisition models.

2. Retention: Gamifying the Customer Relationship

The Churn Challenge

Retaining a customer costs 5x less than acquiring a new one (Simon-Kucher, 2024). Yet, the 18–35 segment has particularly high churn. Traditional loyalty programs (points, discounts) show limited effectiveness with this generation.

The Solution: Integrated Gamification System

What if your customers earned rewards by playing your tournaments? That’s exactly what Netgen Esports enables.

Progression System

Each tournament participation earns experience (XP). Accumulated XP unlocks levels with rewards:

Level 1: Exclusive profile badge
Level 2: Monthly data bonus
Level 3: Subscription discount
Level 4: VIP access to gaming events
Level 5: Premium experience (pro team meet, exclusive LAN party)

Customer Loyalty Bonus

The longer a customer stays with your operator, the faster they earn XP:

1 year: +15% XP multiplier
2 years: +25% XP, access to exclusive tournaments
3+ years: +40% XP, premium benefits

Implicit message: Switching operators = losing all gaming progress and benefits.

Automated Anti-Churn Mechanics

The platform enables automated scenarios:

Detected inactivity: “Double XP this weekend!” notification
Contract nearing end: Exclusive VIP tournament offer for renewal
Low engagement: Personalized promo based on player history

These mechanics create regular touchpoints that strengthen brand attachment and reduce churn intent.

Retention Impact

Operators using gamification report:

Reduced churn among participating segments
Increased customer lifetime value (LTV)
Improved marketing engagement
Community building around the brand

Gamification turns your service into a regular habit, not just a utility subscription.

3. Netgen Esports Platform: Turnkey Solution

100% White-Label Platform

Based in Belgium with global clients, Netgen Esports offers a fully white-label platform. Your logo, your colors, your universe. Your data belongs to you 100%.

Fast launch: under 15 days from setup to first operational tournament.

Key Features for Acquisition

Eligibility Verification

Platform integrates with your infrastructure to verify participant status:

Identify existing customers vs. prospects
Validate by plan type or tenure
Differentiated access (free, paid, promo)

Qualified Data Collection

Detailed player profiles (games, skill, preferences)
Opt-in data with consent management
Participation history and engagement
Export to your marketing tools

Marketing Integration

Platform connects to your existing ecosystem:

CRM sync
Marketing actions triggered by gaming activity
Advanced audience segmentation

Key Features for Retention

XP & Gamification System

Visible progression: Levels, badges, leaderboards
Customizable rewards: Define your own tiers (data, discounts, experiences)
Multipliers: Tenure, VIP status, performance
Exclusive tournaments: Reserved by level or customer tenure

Integrated Marketing Automation

Create communication scenarios without developers:

Auto-emails: Welcome, results, promotions
Personalized notifications: Push, SMS by behavior
Behavioral triggers: Inactivity, win, level reached
Advanced segmentation: Favorite game, frequency, engagement

Player Experience

Customers access a premium interface:

Personalized profile with stats and history
Visible XP progression
Upcoming tournament calendar
Modern responsive UI (mobile, desktop, tablet)
24/7 AI assistant support

Simplified Tournament Management

Organizer Tool: Intuitive admin interface

Create tournaments in minutes
Choose popular games (FIFA, LoL, Valorant, Fortnite, CS:GO, etc.)
Configure formats (single/double elimination, leagues)
Define access rules (required plan, tenure, etc.)
Auto-manage sign-ups and brackets

Flexible Monetization

Multiple models based on your strategy:

Free for subscribers: Pure acquisition & loyalty
Paid for prospects: Revenue + subscription incentive
Freemium: Free tournaments + premium paid options
Sponsored: Gaming brand partnerships

Professional Infrastructure

Uptime: 99.9% guaranteed
Scalability: From hundreds to tens of thousands of participants
Security: Auto-backups, 24/7 monitoring
Compliance: Data & consent management per local regulations
Multi-language: 25+ languages for global reach

4. Use Cases: Concrete Applications

Example 1: Launching a Gaming Offer

Situation: Operator preparing to launch a 5G Gaming offer.

Esports Approach: Operator hosts a major tournament with attractive cash prize. New subscribers to the gaming offer get free access. Non-clients can participate via entry fee or by subscribing for free access.

Example 2: Gaming Loyalty Program

Situation: Operator seeks to reduce churn among volatile 18–35 segment.

Esports Approach: Monthly recurring league with 3–4 tournaments per month. XP system accumulates yearly with tiered rewards. Automatic bonuses tied to subscription tenure.

Example 3: Reactivating Inactive Customers

Situation: Part of customer base shows signs of disengagement.

Esports Approach: “Comeback Winner” tournament targeting at-risk profiles. Participants get multiplied XP and instant rewards.

5. What Sets Us Apart

Tailored to Your Needs

Netgen Esports was designed to adapt to your operational reality. Whether you’re a regional or global operator, the goal is the same: give you tools to build your own gaming ecosystem without technical complexity.

What we offer:

Fully white-label solution
Fast deployment (under 15 days)
Marketing automation and gamification
Support for 25+ languages

Proven Expertise

For over 5 years, Netgen Esports has worked with diverse organizations worldwide: professional sports clubs, national esports federations, global brands, and public institutions.

Conclusion: Esports as a Strategic Lever

In a context where retaining a customer costs 5x less than acquiring a new one, esports offers a dual opportunity:

Innovative acquisition channel generating highly qualified leads
Retention tool via gamification and community engagement

With a global market growing 23% annually and an audience of 590 million fans, esports is a strategic opportunity for telecom operators. Netgen Esports offers the turnkey platform to activate this opportunity quickly.

Next Steps

Let’s explore how esports can integrate into your strategy:

Discuss your acquisition & retention goals
Custom presentation for your specific market
Configuration examples based on your needs
Integration discussion with your infrastructure