Case Study: 888 Holdings resolves 54% of customer queries online and grows customer base 19% 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 is a global online gaming company operating multiple casino, poker, bingo and sports-betting brands across different geographies. The company needed a cost-effective, flexible customer-experience platform to deliver multichannel support (web, phone, email, chat) in nine languages, maximize customer retention and conversion, and scale quickly into newly regulated markets.

888 replaced its on-premise solution with Oracle Service Cloud, deploying a centralized knowledge base and agent desktop across 140 agents in six countries. As a result, self-service success rose from 19% to 54%, 61,000 monthly queries are now automated (saving more than $2M/year), agent productivity increased 22% (from 45 to 55 contacts per shift), query volumes quadrupled without adding staff, and the company achieved faster response times, better branding control, and PCI-compliant security while expanding into the US.

888 Holdings

Stephen Preston

Projects and Communications Manager