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Ladbrokes

Taking a calculated bet on a new managed service to win.

“The in-house model was just too expensive compared to an outsourced one and we had to fundamentally change it.”

When one of the world’s most successful online betting and gaming businesses reviewed how to cost effectively support its vast portfolio of revenue creating technologies, within an expanding UK retail operation, it made the decision to outsource its maintenance and support to SCC.

Explaining, the CIO said: “The in-house model was just too expensive compared to an outsourced one and we had to fundamentally change it. As a result of our managed services contract with SCC we can now differentiate between capital and revenue spend and have reduced annual operating costs by 20%.”

In the low margin and highly competitive gaming sector, keeping costs down cannot be at the expense of customer service. Every minute or hour that a gaming machine or betting terminal is not available will detrimentally hit the bottom line. By outsourcing technology maintenance as part of a managed service model, the bookmaker is now better positioned to provide a world class gaming experience to its retail customers that number some 800,000 weekly.

“Tied up with day to day maintenance issues, it was clear that our most experienced in house resource was not able to add value to the business. We now have access to a flexible and scalable resource, tailored to our operation and geographies, and can accommodate rapid growth and peaks in demand. We have also extended the use of valuable assets through better warranty handling. In SCC, we have a partner committed to performance enhancing SLAs that respond to our changing priorities", the CIO added.

“Our bespoke, outsourced managed service contract with one of the world’s best known brands in bookmaking includes centralised support functions, a call centre help desk, workshops, technical vetting teams and field based engineers. The service provides wide and flexible capability and coverage. Most importantly for our customer, it’s achieved performance improvement for much less cost -some 20 % less annually - than its in-house equivalent,” said SCC's Regional Sales Director.