CrownBet is a leading Australian wagering company with a reputation for uniting innovation and cutting-edge technology in their online sports wagering platform. Despite offering customers the most sophisticated wagering website in the industry, a need was felt to further push for greater customer centricity.
Applying innovative practices in a rapidly growing market demanded adaptability. Leading up to Orange Squid’s engagement, an internal program was introduced to transform the way CrownBet worked. A multifaceted transformation occurred as a result, involving changing both operating structures and operating models. These changes were purposefully designed to increase profile and growth positions and ultimately, market share.
To support CrownBet’s focus on transforming itself and continuing to increase its performance, it reached out to Orange Squid and we subsequently delivered a holistic, end-to-end best-practice innovation training program.
The program was introduced as a two-tiered approach. The first tier involved internal teams – teams designated to facilitate and put into practice CrownBet’s new customer-oriented objectives – being given highly targeted training. This intensive training occurred through a series of single day workshops over the course of two months, and focused on a variety of the most important innovation methodologies. These methodologies gave the team the skills it needed to achieve its goal of redefining how the organisation could maximise customer value.
Although the concepts were often complex, each of them was broken down to become practical and usable. This was achieved through a combination of teaching concepts, robust methods and the use of case studies, both business and environment relevant. Activities in the workshops then allowed participants to execute their learned knowledge in practical scenarios.
The second tier focused on the need to educate other teams within the division about how CrownBet would now be utilising these best-practice methodologies and how they might be impacted, so that they properly understood any relevant changes and could maximise the value of the methodologies. This was a critical part of the process, as this ensured that the different teams within the company were always on the same page regarding how and why new changes and improved methods were introduced.
By the conclusion of the training, the CrownBet digital team had added formidable skills and knowledge to its arsenal and had become fluent in several best-practice methodologies. With these implemented, CrownBet’s organisational goals were able to be successfully fulfilled.
The positive impact was felt by all teams involved – feedback was universally positive, and the internal teams were able to comprehend how positive changes could be made into the future by implementing their learned training.