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Global Online Hotel Booking Platform

BPO Solution

Global Online Hotel Booking Platform

Digital platforms are disrupting the way the tourism sector is being run, impacting the way destinations gather data and attract visitors. Platforms that facilitate peer-to-peer communication and user-generated content are on the rise, and the results are complex: an extensive web of touchpoints showing huge variations across people and preferences. With such an array of channels available, omni-channel and on-the-go support are becoming essential to a traveller's overall experience.

 

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 Knowledgebase for the client
Developed and implemented a telecommunications strategy to route calls globally 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 reengineering 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 Scicom currently supporting the client’s global operations. Scicom have also been awarded strategic partner status by the client
Results

30%

30% increase in booking accuracy

30%

30% decrease in turnaround time for customer resolution