Wednesday July 4, 2012 : WILLIAM HILL UPS ITS GAME ON CUSTOMER CARE
 
New administrative software gives data on customer needs
 
Online and land gambling group William Hill plc has implemented an Application Performance Management solution from the UK branch of CA Technologies to guarantee improved end-user experiences for its online gamblers.
 
The new software gives William Hill:
 
*     360-degree visibility into all end-user transactions, enabling the identification, monitoring and prioritisation of business-critical applications
 
*     Improved efficiency and optimised performance by measuring the quality of service to customers
 
*     Higher customer satisfaction, retention and employee productivity through improved information and service assurance
 
A company spokesman said that the integration of the software allows William Hill staff to constantly measure the quality of service for each user to ensure that a better customer service is delivered.
 
“We aim to deliver a first rate experience for our customers, offering them what they want, when they want it,” said Phil Moyes, group director business systems at William Hill.
 
“CA APM enables us to identify, monitor and prioritise business-critical applications and quickly solve related issues. This means that we are ultimately providing our customers with a high performance betting experience. If our customers are happy with the service they receive then they are more likely to be loyal to William Hill.”
 
Jacqueline de Rojas, vice president and general manager, UKI, CA Technologies said: “Our solution improves efficiency and optimises performance by measuring the quality of service for each user that accesses online services, helping assure service quality from start to finish.”