Differentiated Customer Service to Support Global Operations

About Our Client

Our client is an online provider of hotel booking services, with access to over 300,000 hotels worldwide. Scicom were engaged to provide omnichannel customer support to improve customer satisfaction (CSAT) and service levels, while also lowering attrition levels among support staff.

Solutions Provided

  • Setup a multi-channel, multi lingual, centralised contact centre to support our client’s global customers in their native languages.
  • Development and deployment of the Recruit Right and Employee Engagement programmes to decrease staff attrition
  • Institutionalised all contact centre processes to improve the overall customer experience
  • Built an extensive Customer Relationship Management (CRM) system and knowledge base for the client
  • Developed and implemented a telecommunications strategy to globally route calls  to the centralised contact centre

Key Outcomes

Lower Staff Attrition
The Recruit Right and Employee Engagement programmes allowed our client to increase the tenure of all customer support staff
Efficiencies in Customer Support Operations
Process re-engineering resulted in quicker turn-around times for customer resolution, therefore improving the overall customer experience
Client Satisfaction
Expansion from single country support (at solution deployment) to client’s global operations. Scicom has also been awarded strategic partner status by the client.

Results Achieved


30% increase in booking accuracy


30% decrease in turnaround time for customer resolution

More Case Studies

Our client is a premier award-winning hotel and resort chain that currently owns and operates a range of 5-star hotels and resorts located across the South Asian region. We helped our client enhance their customer experience levels by providing them with additional support channels, and facilitating booking and enquiry efficiencies for all of their properties located in Sri Lanka.
Scicom has worked with a Malaysian mobile telecommunications provider (with over 6 million subscribers nationwide) for over a year, focusing on equipping their support staff with the skills, information and knowledge to address the typical challenges experienced in a contact centre environment, while also developing leadership capabilities among senior members of the team.

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