William Hill (Evoke)

William Hill needed a solution that would bring teams together.

When William Hill’s HR team approached us, they were struggling to make the most of their current reward software. With a large workforce, simplicity and effectiveness was key. William Hill’s previous reward scheme faced several challenges:

• Only senior management could issue rewards, resulting in a slow and underutilised process.
• Employees lacked immediate recognition for their efforts, dampening the impact of rewards.
• The system failed to connect rewards to customer-facing behaviours effectively.

To address these issues, William Hill needed a restructured scheme that empowered managers closer to the shop floor — Business Performance Managers (BPMs) and Area Managers (AMs).

What led William Hill to Mo?

Mo’s award-winning reward and recognition platform provided the ideal solution to William Hill’s complex problems. Over the onboarding period, our Customer Success team worked with William Hill to implement a revamped recognition and rewards system:

• Empowering managers: BPMs and AMs were given their own budgets to issue rewards instantly, up to £50 per recognition.
• Flexible redemption: Employees could redeem rewards through Mo’s extensive gift card store.
• Streamlined processes: Mo’s platform simplified the reward allocation process, saving time and boosting participation.

By empowering BPMs and AMs, William Hill placed trust in their managers while ensuring rewards were closely tied to outstanding customer-facing behaviours. We never add fees to our Rewards, unlike other platforms.

The first signs of progress for William Hill

After being fully onboarded, the 12-day incentive period yielded exceptional results:

• 30% increase in employee recognition across the organisation.
• 10,054 employees recognised instantly, with 70% receiving personalised recognition messages for “putting the customer first”.
• 96% of managers used their allocated budgets effectively to reward their teams.

Mo’s analytics dashboard revealed additional insights:

• Recognition from shop floor employees to BPMs tripled, highlighting the strong connection between managers and their teams during the incentive.

This initiative not only motivated employees but also strengthened relationships between managers and shop floor staff, strengthening a culture of mutual appreciation.

Today: A lasting impact for William Hill’s employees.

William Hill’s partnership with Mo has transformed its approach to recognition, creating an environment where employees feel valued and motivated.

By empowering managers with the tools and trust to reward great performance, William Hill has seen a tangible uplift in both employee engagement and customer service outcomes.