Case Study: Gamesys achieves exponential growth and 24/7 multi-channel customer support with Oracle Service Cloud

Gamesys Achieves Exponential Growth with Flexible, Multi-Channel, Cloud Customer Experience

Gamesys is an award‑winning online gaming company (brands include Jackpotjoy, Virgin Games, Sun Bingo and Caesar's Casino) with offices in the UK, Spain and the US supporting 13 brands and tens of thousands of players daily. As the business scaled, Gamesys needed a user‑friendly, flexible CRM to manage growing customer contacts, enable web self‑service and multi‑channel support (email, chat, phone) in multiple languages, and deliver better management reporting to guide customer‑experience decisions.

Gamesys implemented Oracle Service Cloud to manage email, add proactive chat and deliver targeted, multilingual FAQs and syndicated knowledge widgets. The result was a dramatic shift to self‑service and chat: email/phone contacts fell from 25% to 12%, monthly FAQ views rose from 12,000 to 48,000, agents handle multiple chats concurrently and maintain large knowledgebases (4,000 agent FAQs / 1,500 customer FAQs per site), FAQs can be updated in minutes, daily reports are produced quickly, and the platform supported rapid new‑site launches, 24/7 support and ongoing product upgrades.

Gamesys

Matt Litherland

Customer Operations Manager