Holiday Ownership Company
The World’s Largest Holiday Ownership Company Reduces Cost per Contact by £3.50
Summary
As a premier global provider of vacation timeshare and leisure
experiences, this company was looking to provide a better level of
communication with its customers and owners. To supplement its
online and contact centre customer service, the company implemented
Datasquirt's CONTACT SMS solution - offering an easy way to thank
customers for making a reservation, remind them to complete
satisfaction surveys and get additional feedback.
The CONTACT SMS solution offered a cost effective and efficient
way for the company to interact with customers. Additionally, it
opened new opportunities for the company to offer special
promotions and further engage with their customers.
After sending a request for customers to complete the satisfaction
surveys, there was a 20% increase in responses. Additionally, the
SMS campaigns offered an improved level of customer communications
with call savings of £3.50 per contact to international mobiles;
and also reduced agent handling time with automated broadcast tool
and guaranteed contact.
Situation
A premier vacation timeshare company had several business
requirements:
- Need to engage with customers more
effectively. The company's brand reputation and ongoing
sales relied on its stellar customer service; the company didn't
have a way to send automatic reminders or reach customers in an
unobtrusive way.
- Requirement to improve contact centre
performance. Customer care is vital for this premium brand
selling to an upscale and sophisticated client base.
- Need to maximize agent resources. Contact
centre staffing costs are at a premium. New solutions were required
to improve customer service levels and reduce agent workflow.
Datasquirt Solution
The global vacation company implemented the Datasquirt CONTACT
SMS solution for:
- Outbound SMS to thank customers for making reservations
- Customer feedback and satisfaction survey reminders
The solution allowed the company to provide enhanced customer
communications and reduce outbound calls from the contact centre to
international mobile phones; and also meet goals to get customers
to return satisfaction surveys, a key guide to defining and
improving service offerings.
Benefits
CONTACT provided the vacation timeshare company with immediate
benefits:
- Rapid deployment, easy-to-use tools and minimal training.
CONTACT was implemented in two days and offered a webbased,
intuitive system.
- Improved customer communications. Unobtrusive SMS
communications let customers know that reservations had been made
and offered a non-call reminder to complete satisfaction
surveys.
- Reduced costs. CONTACT offered improved communications at a
savings of £3.50 per contact to international mobiles.
View the
demo or contact us to find out more.
