Case study 03
Automating AML compliance and Zendesk-to-JSM workflows for a B2B iGaming provider
A European B2B iGaming platform provider streamlining AML, Compliance, and IT operations through automated cross-platform workflows and ongoing support tactics.
Support Tactics
Process Alignment
Jira Service Management
Zendesk Integration
Compliance & AML
Ongoing Retainer
Role: Advisor + Process Architect + System Admin
Ongoing
Monthly Support Tactics
Predictable rhythm
Zendesk → JSM
Automated bridge
Zero manual re-keying
100%
AML alert automation
Fast cross-team handoffs
Full Auditability
Compliance & contract reporting
Executive dashboards
The situation & strategy
High-stakes compliance, market complexity, and labor-intensive handoffs.
Operating in the strictly regulated iGaming industry requires airtight AML (Anti-Money Laundering) and compliance tracking. Customer-reported issues and regulatory alerts originated in Zendesk, but resolving them required manual, labor-intensive handoffs to internal AML, Compliance, and IT teams. Without automated routing and standardized Jira Service Management workflows, managing audit trails, contract tracking, and cross-departmental SLAs was inefficient and risk-prone.
I provide ongoing Support Tactics and advisory—deep-diving into the iGaming domain to understand team bottlenecks, designing automated AML case processing, integrating Zendesk directly with JSM, and creating real-time reporting for management.
The honest limit
Automating compliance workflows in iGaming isn’t just about setting up technical triggers—it requires a deep understanding of regulatory exposure. Automation only works when Compliance and IT trust the logic. Every automated handoff between Zendesk and JSM was rigorously mapped alongside department leads to guarantee zero compliance gaps before going live.