sgp pools is the leading platform for online lottery, sports betting and online casino games in Singapore. It also offers a wide range of online gaming options such as instant win, slots and keno. The company specializes in delivering innovative, secure and reliable online gambling solutions. Its customers are supported by a team of customer care agents and a technical support team, both available around the clock. Its website is mobile-friendly and offers a range of payment options, including cash, credit cards and e-wallet services.

The recent pandemic and advancements in technology have fast-tracked digital adoption in various sectors. This is particularly true for the financial industry, which has seen a rapid increase in the number of people using online banking services to deposit and withdraw funds. In order to meet growing demand, many financial institutions are investing in digitalisation strategies and integrating them into their core business operations.

Yeo and his team started by transforming Singapore Pools’ customer touchpoints, which were still traditional counter-service based and in-person when he joined the organisation. They quickly launched digital channels and a mobile platform that enabled players to onboard, manage their accounts and bet online. The team is now working on further digitising the company’s existing systems and developing additional solutions to address new market trends.

As the company grew, it began to see that many of its staff were becoming increasingly overwhelmed by the volume of enquiries and calls. To improve service, the company introduced a new chatbot and introduced self-service options for customers on its website. This helped reduce call volumes by up to 60%, allowing the customer service agents to focus more on helping customers. The team is now looking into the potential of further automation, such as using machine learning to predict future calls and automate responses, and exploring other tools that would improve efficiency.

The recent pandemic has also accelerated the need to improve the charity sector’s digital capabilities. While many governments and companies have made the move to digital, charities have lagged behind. This is because many of these organisations operate on a tight budget, and are often unable to hire the right talent to build and maintain their own systems. Digitalisation is therefore crucial to their survival. In the case of Singapore Pools, it has allowed the charity to keep its operations running during the COVID-19 crisis by leveraging on its cloud solution, iShine Cloud.

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