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The Homeof Betting
The Home of BettingSome key facts 1We are the number one high-streetbookmaker with 2,377 shops in the UKand Ireland, and William Hill Online is oneof the leading online betting and gamingbusinesses in Europe.William Hill Online has moreactive customers than any othergambling company.*William Hill is the most recognised andtrusted brand in UK betting and gaming.*We offer more than 250,000 bettingopportunities online and 20,000in the shops.16,900people employed in six countries24translated and localisedsites available*Source: Kantar Study, UK Online Gambling Market, Oct 2010
William Hill is one of thebest-known and most trustednames in the gambling industry.By developing the right serviceproductstechnologypeople we aim to offer customersthe best betting and gamingexperience on the high street,online, on the telephone andon the move.
The rightserviceIn our shops, on the phone, online or on the move, we offeran exciting and engaging leisure experience. Customers benefitfrom extended opening hours in the shops and 24/7 access byphone, mobile and online, safe in the knowledge that William Hillis one of the longest-standing and most trusted bookmakersin the world.Speakingyour languageWe offer our online betting andgaming in multiple languages,with 24 translated and localisedsites currently available.Not to be out-done, our diverseshop estate will also welcomecustomers in many differentlanguages, from Italian andGerman to Greek, Romanianand Mandarin and, in Sofia, ourtalented multi-lingual customerservice team supports ourEuropean online customersin 12 different languages.Betting andgaming expertsFrom dogs and horsesto football and TV specials,current events to casinogames and bingo, we knowour subject. We pride ourselveson our expertise and ouremployees are there to helpwith everything from simplebets to a Trixie, a Yankeeor a Heinz.We’re here to helpOur customer supportemployees are ready to helpcustomers with any enquiry,from pricing or registration toresults queries and complaints.Customers can web-chatonline, get support in their ownlanguage from our multi-lingualteam in Bulgaria, call our Retailteam throughout shop openinghours or place bets with ourTelephone teams in Sheffieldand Gibraltar.
The personal touchCustomers tell us that serviceis now the most important factorinfluencing their choice of bettingshop. We make our bettingshops their destination of choiceby building relationships withour customers, providing awelcoming environment andrecognising the value of thepersonal touch, such as servingtheir tea and coffee just the waythey like it.Building onlinecommunitiesWe’re bringing the personaltouch to online, with blogs fromour expert traders, podcasts,bingo chatrooms, live casino,Fantasy Football, live streamingand in-play radio. Or follow uson Facebook, Twitter or YouTube.Kristof FahyBrand, Marketing and Customer Experience Director“ We are transforming the WilliamHill brand into a modern classic,as relevant to customers tomorrowas it has been for the last 75 years.”William Hill is one of the most recognisedbetting and gaming brands. To customers,we are the trusted market leader and the brandfor people who are serious about betting andgaming. As The Home of Betting, we standfor expertise, service, choice and a personalfocus, wherever and whenever customerswant to bet and play.
Becoming themarket leader infootball bettingWe have transformed ourtrading approach to becomenumber one in football in-playbetting, with over 100 in-playmarkets on all football matches.We traded in-play on over20,000 matches from aroundthe world in 2010, from over400 different leagues. In addition,we offer over 180 pre-matchmarkets on all top-flight Englishand European football and, in theshops, our range of coupons –which offer customers aquick and easy way to placeaccumulator bets – is largerthan any other bookmaker’s.A leader in betting and gamingEveryone knows William Hillas a leading betting companybut did you know that around50% of our revenues comefrom gaming? We work withmarket-leading hardware andsoftware suppliers, includingInspired, Global Draw andPlaytech, to provide a highquality gaming experience,whether it’s gaming machinesin the shops or poker, bingoand casino online.50 We offer more than 50 differentgames on the gaming machinesin our shops, including roulette,blackjack and slots games.
The rightproductsOur customers want to be entertained. They want quickresults and to bet on a live event within minutes of enteringa shop or logging onto the website. We are continuallybroadening and deepening our product range to offercustomers the widest choice of betting and gamingopportunities, from football and horseracing to virtualracing, numbers betting, casino games, poker and bingo.The right betat the right timeIn our shops, we now offera betting opportunity almostevery three minutes, withquick-fire products like virtualracing and numbers bettingsupplementing our popularfootball, horseracing andgreyhound racing products.500,000The number of bettingopportunities available atWilliam Hill Online per week.In-play bettingfor goldIt’s not just sports, politicsand reality TV that you canbet on with William Hill. Now,customers can bet on thefinancial markets, predictingmovements in commodities,currencies and the stockexchanges with our new andexclusive ‘Day Trader’ fixedodds betting and binarybetting product.132Day Trader offers 132 differentbetting opportunities perinstrument at any one time, thewidest choice of any fixed-oddsfinancial betting product.
Enhancing theshop experienceWe continue to draw in newtechnology to enhance thebetting experience in our shops.We are investing in new LCDflat screens for the informationgantries across the estate socustomers can better enjoy thecontent improvements we arealso rolling out in 2011. At thesame time, we are triallingself-service terminals in partsof the estate to give customersaccess to a wider range ofbets than is available over-thecounter and to provide contentin multiple languages.
The righttechnologyIt is critical to have the right technology to enable our customersto access the vast range of betting and gaming opportunities weoffer quickly and easily. New innovations in technology are helpingus to offer a constantly improving and differentiated service.Our high-qualitygaming experienceWe draw on technologicaladvances such as these 22-inch,high-definition, dual-screen‘Storm’ cabinets to providecustomers with a high-qualitygaming experience. Whencombined with an innovativeapproach to game developmentand our customer-focusedoffers and service, this givesus one of the most competitivegaming offers on the high street.Getting smart,getting mobileSmartphones are openingup a whole new way to bet.Our Online developmentteam is leading a new appdevelopment programmeacross both Android andiPhone platforms. As well asapps for our core products,such as Sportsbook andCasino, we are finding waysto make mobile bettingeasy and fun, with innovativeapps like Shake-a-Bet andMatch Predictor.
The rightpeopleWilliam Hill is all about people and we are constantly evolvingto meet our new challenges and make the most of ouropportunities. We combine a strong emphasis on growingour own talent internally with recruiting the very best expertisewe can when bringing people into the business.Evolving ourmanagement teamOur management team haschanged substantially overthe last three years as talentedpeople have been broughtthrough the business andpeople with new ideas anddifferent experiences havejoined. This evolution isbringing new impetus in keyareas such as how we usetechnological innovations, howwe set and manage our pricing,how we promote our productsand how we understand ourcustomers’ needs.Ralph ToppingChief Executive, 38 years’ service“ William Hill begins with peopleand ends with people.”What I look for in a William Hill person is passion,energy, capacity for change, enthusiasm for newideas and a commitment always to put thecustomer first. It’s our people who have madeus what we are today – the most trusted andrespected betting and gaming company inthe UK. Their passion keeps driving us forwardto deliver the widest product range, to innovateto improve our customers’ betting and gamingexperience, and always to improve how wetreat our customers.
The valueof experienceWilliam Hill is a recognisedexpert in our field and werely heavily on the experienceof our long-serving employees.The average shop manager’slength of service is 13 years.At an annual event, we celebratethe longest serving employees.In 2010, 14 employeescelebrated 40 years with thecompany and 69 celebrated25 years.Investingin our peopleWith 16,900 employees,we have a wide anddiverse pool of talent fromwhich to draw. From themoment an employee joins,we start investing in theirdevelopment and give themthe opportunity to growwithin the business throughour training, managementdevelopment, talent pooland mentoring programmes.EncouraginginnovationWith our expertise andever-improving understandingof what our customers want,we have a strong platform fordeveloping new ideas that canlead the industry. The benefitof that kind of focus in ourgaming machines team isclearly seen in our performance.That same focused approachis now being applied in keyareas such as our marketing,trading, technology andproduct development teams.
For more informationon William Hill Read our2010 Annual ReportVisit us online atwww.williamhillplc.co.uk
odds betting and binary betting product. 1 32 Day Trader offers 132 different betting opportunities per instrument at any one time, the widest choice of any fixed-odds financial betting product. Enhancing the shop experi
