Case Study: Betfred achieves faster, AI-powered customer service with HaloCRM

Inside Betfred’s 95% Service Transformation with HaloCRM

Betfred, a major UK betting company, faced significant challenges with its outdated CRM system. Their customer service advisors were forced to switch between multiple systems to handle queries, which led to slow compliance responses, a lack of automation, and falling customer satisfaction scores. This situation prompted them to seek a new solution, which they found with the vendor Halo and its CRM platform.

By implementing HaloCRM, Betfred unified all customer interactions into a single platform with full visibility. Halo's integrated AI chatbot began resolving a large portion of routine queries, and the system streamlined cross-team escalations. The results were substantial: Betfred transformed 95% of its workflows, resolved 28% of daily chats with AI within six months, slashed compliance turnaround from 72 hours to the same day, and improved overall customer satisfaction scores.

Betfred

Joseph Potts

Digital Customer Service Advisor