Case Study: William Hill reduces waiting times and nearly halves contact center queries with Oracle Service Cloud

William Hill Reduces Waiting Time from 2 Minutes to 10 Seconds, Nearly Halves Queries into Contact Center with Improved Self-Service

William Hill, a betting and gaming company with retail businesses in the United Kingdom and Australia, needed to deliver customer service across multiple interfaces in 16 languages while managing customer experience across 122 countries and staying compliant with local gaming regulations. The company used Oracle Service Cloud to support its growing online gaming products and customer base.

With Oracle Service Cloud, William Hill improved self-service, automated communications, and routed high-value customers to dedicated queues. The company cut priority customer waiting time from up to 2 minutes to 10 seconds, reduced contacts into the contact center from 54 to 28 per 10,000 website visits, and achieved a 65% open rate for service emails.

William Hill

Stephen White

Product Owner