Case Study: 888 Holdings improves customer self-service and agent productivity with Oracle Service Cloud

888 Holdings Resolves 54% of Customers’ Queries Online, Grows Customer Base by 19%, and Drives Customer Conversion and Retention

888 Holdings plc, an online gaming company, needed a cost-effective way to support customers across multiple brands, nine languages, and channels including web, telephone, e-mail, and chat. The company also needed to improve customer retention and conversion while keeping its service systems flexible enough to support rapid growth in global markets.

888 Holdings implemented Oracle Service Cloud to replace its on-premise Kana solution with a cloud-based customer-experience platform. With Oracle Service Cloud, the company improved agent productivity by 22%, raised the number of contacts handled per shift from 48 to 55 per agent, and increased the share of online help sessions that resolved customer questions from 19% to 54%, while saving more than US$2 million per year and supporting 61,000 online queries a month.

888 Holdings

Stephen Preston

Projects and Communications Manager