b'CONTRACT NEWS CONTRACT NEWSKelly Groups Partnership with Hughes Delivers anKelly Group has supported Hughes Fundamental Partnerships Outstanding Customer Experience of Lottery Terminalwith the installation works of 12,700 sites, with an estimated 8,000 sites Installations installed in 2012 alone.Camelot and Hughes Network ServicesBut its not just about installation. To Europe(HNSE)havebeenworkingensureLotteryTerminalsarealways closely together for 14 years. availableforcustomerstoplaythey needtobeworkingandthenetwork Hugheshasconsiderableexpertiseinthat they communicate over needs toOvercoming Challenges NetworkServicesandcontinuestobe always on. During a Global Pandemicdeliver a standardised service across theKellyGroupdeliversa364-day entire National Lottery estate howevermaintenance service for all retail sitesInatimeofnationalcrisis,our remote the location.so as soon as Hughes identifies a fault apartnership approach proved its worth. Inturn,toensureCamelotandKelly Group engineer will be despatchedThecombinedeffortofKellyGroup theircustomersreceiveanexcellentto fix the problem.andHughesassessingandcomplying experience, Hughes needs to work withwithGovernmentguidelineshelped partners whom they trust to deliver theThecloserelationshipbetweenKellyustointroducenewCovid-19safe rightservicetoCameloteverytimeGroup and Hughes means we can workprocedures to our teams to ensure the there is a need for engineering support.together to deliver a fast and effectivesafetyandwelfareofourengineers For that, Hughes relies on Kelly Group. resolution of issues and identify areaswhilst working onsite. to continuously improve our service to customers.This meant we were able to continue Kelly Groups Role intodelivermaintenanceandsupport the Lottery TerminalHughes Network Services Europeservices throughout the tightening and KellyGroupandHugheshavebeenwith projects funded by the lottery whocost point to make sure that as much(HNSE) said: easing of restrictions across the UK.working in partnership for more thanhope to benefit from the funds raised. funding as possible can be allocated toInstallation Project. Working in partnership with Kelly Group 10years.Successfulprojectsduringcharitable projects around the UK. to deliver installation and support servicesIt is our unique approach to working in thistimeincludetheinstallation,But hope can be fleeting. Camelot, whoCombining the high availability ofWith many locations reliant onacross some of the Camelot estate givessuchaclosepartnershipthatenables replacementandmaintenanceofruns the UK National Lottery, needs tothe network with a speed of deliveryspecialist VSAT technology, theHughestheconfidencethattheycanKelly Group and Hughes to continue to lottery terminals across 36,000+ sitesmakesurethattheexperiencetheyand the capacity to offer an engagingnetwork requires highly skilleddeliveranoutstandingexperiencetodeliver an exceptional, highly available nationwide.offer to customers when they purchasepoint of sale, informationengineering expertise throughout theCamelot and their customers. service to customers.their ticket is the best it can be. to customers requiresinstallation and maintenance process.The Spotlight is onspecialist expertise inKelly Group has been providingKellyGroupandHugheswork Withadistributedserviceofferingdesigning the right Customer Experience comprising 36,000+ locations, a widenetwork andsupport to Hughes for the Camelottogether on several customer networks choice of games to increase customermanagementnetwork for more than 10 years. InthroughouttheUKincluding24/7 Customer experience is fast becomingengagementandatimesensitivitysolutions tothat time, the group has taken onservicestoawellknowfuelretailer, the by-word for retailers everywhere.propositiononthemaingamethatensure anthe responsibility to offer a rangeWiFi and terrestrial technology support But the experience doesnt just need tocreates peak playing times, it is no easyalways-onof services including installation,to leading specialist retailers, including be great in generic terms, it needs to befeattogetthatcustomerexperienceexperience forrelocation and replacement of lotteryairside locations and VSAT maintenance designed carefully to match the overallright. customers. terminals across 36,000+ sitesfor a major Utility company. customer proposition. nationwide. Lets not forget that Camelot needs Whenhopeisattheheartofto deliver all of this at an optimum everythingyoudo,makingsurethe customer experience mirrors customer expectations is vital. At its core this experience has three main elements :EachweektheUKNationalLottery1.Accessibility the opportunity to play needs to be available throughout the entire UKoffers hope to thousands of peopleboth to individuals who hope to win the2.Speed the transaction needs to be quick and easy with minimal queue timeopportunity to change their lives and to the thousands of people associated3.Availability the service needs to be up and running all the time16 17'