IZI App Player Onboarding — Complete Guide

IZI App Player Onboarding — Complete Guide

This guide covers the full picture of getting clients onto the IZI app: what happens technically during registration, how to guide clients through it, how the club side should be configured, and how to measure adoption. For a quick one-page reference, see App Onboarding: Quick Guide.

Why App Adoption Matters

A client with the app is worth significantly more than one without:

• Self-service top-ups — they top up from their phone instead of queuing at the register
• Push notification channel — you can reach them with bonus alerts, rank updates, reactivation offers
• Bar orders from seat — they order without breaking the session
• Booking — they reserve in advance, reducing no-shows

Based on data from the True Gamers UAE network, clients who use the mobile app show 35–45% higher monthly ARPU compared to clients without the app. The app creates additional touchpoints between visits that keep the club top of mind.

Phase 1: Club-Side Configuration Before Onboarding

Before actively promoting the app to clients, make sure the club is configured correctly in the CRM.

Verify Club Profile is Complete

Navigate to Settings → Club Profile. Check:

• Club name, address, and hours are accurate
• At least one photo is uploaded (clients see this on the club page in the app)
• Zone names are clear (not “Zone 1” but “Standard,” “Pro,” “VIP”)

Clients discover your club on the map. An incomplete profile reduces conversion from “found the club” to “visited.”

Configure the Bonus Program

The top-up bonus is the main reason a client opens the app’s payment section. Without it, the app is just a viewing tool.

Navigate to Automation → Create Rule → top-up bonus rule. If you don’t have one yet — see Creating Your First Automation Rule.

Minimum viable bonus: 5–10% on any top-up. Even a small bonus creates a noticeable difference between topping up via the app vs not.

Set Up an Install Bonus

A dedicated bonus for first app login strongly increases install conversion.

Setup:

1. Automation → Create Rule
2. Event: First app login (or first top-up via app)
3. Action: Award bonuses (recommended: 10–15% of your average top-up)
4. Expiry: 21–30 days

Tell clients about this bonus — include it on the download QR poster and in the register script.

Generate and Print QR Codes

In CRM: Settings → App → Download QR. This QR links directly to the app in the App Store / Google Play.

Print at minimum:

• One A5 sheet at the counter / reception
• One A6 card at each gaming seat (can be the same QR used for bar ordering if configured)
• One poster near the entrance

Phase 2: The Client Onboarding Journey

Step 1 — Discover and Download

At the club: The client sees a QR code at their seat or the administrator offers it. They scan → app store page opens → they install.

Time: 1–2 minutes for download over club Wi-Fi.

Before the visit: If the client found the club on the map in the app first — they may already have the app installed and be registered before arriving.

Step 2 — Phone Number Registration

On the app’s first screen, the client enters their phone number. IZI sends a 4–6 digit SMS verification code.

Important for staff: if a client has trouble receiving the SMS, check:

• Phone number format is correct (with country code)
• Phone has signal (not in airplane mode or blocked number)
• SMS hasn’t arrived yet — wait up to 60 seconds before requesting a resend

Step 3 — Profile Setup

After phone verification, the client enters:

• Name (required for CRM identification)
• Date of birth (optional — unlocks birthday bonus if configured)
• Email (optional — for account recovery)

The profile takes under 30 seconds to fill. Administrators should encourage clients to add their date of birth — it enables birthday automations at no extra cost.

Step 4 — Select Their Club

On first login, the app shows a map of nearby clubs. The client selects their club (or searches by name).

Administrator tip: if you’re onboarding the client at the counter, offer to help them select the correct club on the map — this prevents the common mistake of selecting a same-named club in a different city.

Step 5 — First App Action

The ideal first action depends on the client’s situation:

Client Type	Recommended First Action
Just arrived, no balance	Top up via app — they experience the bonus immediately
Has balance, in session	Check bonus balance — builds habit of opening the app
Planning to return later	Book a seat — gives a tangible reason to open the app again

Walk the client through one of these during onboarding. Passive “just install it” without a concrete first action yields much lower retention.

Phase 3: Administrator Role During Onboarding

The administrator is the most effective conversion lever. Staff who actively guide clients through onboarding see 3–5× higher app adoption vs. passive poster-only approaches.

When to Offer the App

Highest conversion moments:

1. New client at first registration — they’re engaged and learning the club; perfect time
2. After a long session (2+ hours) — client is satisfied; receptive to value adds
3. When topping up at the register — natural transition: “Or you can do this from your phone next time”

Lower conversion moments:

• When the client is mid-session (interrupted flow)
• When there’s a queue behind them (rushed)
• When they’re leaving after a short or frustrating visit

The Offer Script

Keep it benefit-focused, not feature-focused:

Too feature-focused (weak):

“You can download our app from the App Store.”

Benefit-focused (strong):

“Quick question — next time you can top up from your phone instead of coming to the counter. Takes one minute to set up, and you get a bonus for the first top-up. Want me to show you the QR?”

If the client says yes: point to the QR or show it on your screen. If they say no: acknowledge and move on. Note in CRM that you offered (so you don’t repeat it next visit).

Common Objections and Responses

Objection	Response
”I don’t have space"	"It’s about 40MB — smaller than most games. You can always delete games you don’t play to make room."
"I’ll do it later"	"Of course. The QR is on your table if you want to try during the session."
"I don’t want to share my phone number"	"No problem at all. You can still play as a registered client — we just can’t send bonus updates without the app."
"I already have too many apps"	"Totally understand. No pressure. The poster is there if you change your mind.”

Phase 4: Measuring Onboarding Success

Weekly Metrics to Track

Metric	Where in CRM	Target
New app registrations this week	Analytics → Clients → Registration Source	Track week-over-week growth
Share of active clients with app	Clients → filter by ‘App’ source / all active	Aim for 40%+ within 3 months
App top-up share	Analytics → Transactions → source ‘App’	Aim for 25%+ of total top-ups
Install bonus redemption rate	Automation → install bonus rule → History	Should be 60%+ of installs

Common Issues and Fixes

Problem	Likely Cause	Fix
Clients install but never top up via app	No top-up bonus configured	Set up bonus rule immediately
Install bonus not being awarded	Rule misconfigured	Check automation rule event and conditions
High install rate but low session count	Clients top up but don’t come back more often	Pair with welcome bonus and rank system
Staff not offering the app	No process / feels awkward	Add to onboarding checklist; script helps

Related Sections

• App Download and Install — technical install page for clients
• Promoting the App in Your Club — QR placement and poster strategy
• Creating Your First Automation Rule — setting up the install bonus
• Top-Up Bonus Guide — configuring the ongoing bonus program
• App Overview — full feature list for clients