Singapore Pools’ goal is to assist its customers as society increasingly digitalises. As part of its efforts, this legal lottery and sports betting operator has taken several technological initiatives aimed at improving operations, increasing user satisfaction, decreasing illegal betting activity and creating a secure e-payment infrastructure – such as rolling out an innovative multi-channel customer service system, IT monitoring solution and online platform that enables players to check tickets/results anytime from any place at anytime.
The company has also moved their IT support centre to the cloud in order to enable employees to provide better customer service while cutting operational costs. Their move to a hosted environment has allowed them to scale up IT systems and increase services available to their customers, in addition to using data from their IT infrastructure for analysis purposes and provide greater insights and business outcomes for their customers.
The new infrastructure has also enhanced the performance of their websites, which now run on a faster and more resilient platform. This has allowed the company to quickly respond to customer inquiries while providing them with a more consistent and reliable experience – increasing both customer satisfaction and retention levels in turn.
Singapore Pools has also leveraged its IT assets to give back to the community. In 2018, Singapore Pools created iShine Cloud, which offers other charities a cost-effective IT platform with complete charity-specific solutions to improve productivity and governance while decreasing IT operating expenses. Since launching, 31 charities have signed on, with plans to grow solutions and users.
Singapore Pools recently donated S$122,500 to Kreta Ayer-Kim Seng residents as part of Project Green Shoots, which seeks to provide for education and healthcare needs among children from lower-income families. This donation will be matched one for one by the Ministry of Social and Family Development to top up 350 children’s Child Development Account (CDA) accounts – part of government efforts to support low-income households and enhance quality of life for residents in Kreta Ayer-Kim Seng.