Koralplay automates 70% of payment support tickets with n8n

Context

Koralplay is a software company in the gaming and betting space, building back office solutions for lottery and casino operations, as well as sportsbook offerings for retail and online markets. The company was created in 2017 and has grown to around 85 people.

Didier Caroff is COO at Koralplay, overseeing operations, engineering, product, design, integration, support, customer success, and account management.  With a background as a developer and a strong habit of technology scouting, he had already used n8n in multiple companies before. At Koralplay, that prior experience set a clear direction: use n8n not as a side tool, but as an AI and automation layer the whole company could build on.

Challenge

Koralplay’s teams were spending significant time on necessary but repetitive work, especially in support. Payment related tickets were a major example. Level 2 support had to handle issues like blocked payments and other fast moving payment problems manually, by going into a back office, unblocking transactions, and then responding to customers. This created delays, took focus away from higher value work, and limited how quickly the business could respond.

Beyond support, other teams were also doing repeatable tasks that consumed attention and introduced friction. Reporting required extracting data, running SQL queries, generating documents, and sending emails to clients. Engineering needed consistent processes for release notes and version updates. QA had manual steps that were ripe for automation. The common need across all of this was a reliable way to automate critical workflows without constantly pulling engineers into custom one off scripting.

Solution

Koralplay standardized on n8n, deploying it on the Business plan and gradually expanding usage across the organization. Adoption was deliberate. Didier launched an internal cohort by selecting curious, key people in each department, providing them with concrete use cases, and validating whether n8n truly fit the company’s needs. After roughly two months, the conclusion was clear enough to move forward as a paying user and scale n8n further.

From there, n8n became the engine behind several production workflows. The most critical workflow automated payment-related support tickets end to end. When a customer reports a blocked payment, n8n now handles what used to require a support agent to manually log into the back office, authenticate through multi-factor security, look up the transaction, check regulatory status, and message the customer with a resolution. The workflow handles everything automatically — from secure authentication with session management, to transaction enrichment and regulatory verification, to updating the ticket in Notion and notifying the customer. "It now saves us 616 hours per week" said Didier. "What took 10-15 minutes per ticket now happens in about 70 seconds.

Koralplay also used n8n to automate daily and weekly reporting workflows. Instead of manually querying databases, generating reports, and emailing clients, n8n now orchestrates data extraction and distribution. Engineering used n8n for operational automation, such as generating release notes and sending notifications when a new version is released. QA relied on n8n to replace manual QA system work. Even internal team workflows, like automating new arrivals, were handled with n8n, reinforcing that automation was not limited to a single department. As Didier summarizes it “we’re progressively automating everything with n8n”.

The workflows themselves were not simplistic. Some automations in n8n include Slack monitoring, database updates in Notion, loops, function logic, and application calls, all coordinated within a single n8n workflow. As usage spread, people began to notice repetitive tasks and build automations themselves, turning n8n into a shared platform to build automation and agents. “We run over 4,000 workflow executions per week in production, with built-in error recovery and dead-letter handling to ensure nothing falls through the cracks." said Didier.

Results

With n8n, Koralplay automated 70% of payment support ticket handling in one market, with plans to roll the same approach out to additional markets. That change alone created major operational leverage, with tracked impact reaching 616 hours saved per week.

The impact was not only internal efficiency. Faster automated handling means customers get responses at a speed no human team could sustain at scale, which directly improves customer satisfaction. And because n8n removes repetitive mechanical work, teams can spend more time on higher value tasks, making work more engaging and improving overall quality. Didier frames it as a virtuous circle: n8n helps the company, helps leadership with ROI, and helps teams feel better about their day to day work. As Didier puts it, “I keep hearing from my team that they feel free from busywork and repetitive tasks.”

Finally, n8n became truly embedded. With roughly 60 people using n8n daily out of a company of 85, n8n shifted from “automation software” to critical infrastructure for Koralplay’s operations. That level of adoption also raised the bar for reliability and upgrade discipline, reinforcing how central n8n had become to how the business runs.