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Tourico Holidays Strengthens Partnerships with Enhanced Customer Relationship Management

April 22, 2014 Corporate No Comments Email Email

Tourico Holidays, a global leader in wholesale travel brokerage, today announced that it has strengthened its customer service through the implementation of a new customer relationship management platform that centralizes client data for quicker and more efficient customer support.

Additionally, a new call routing and monitoring system also allows call center representatives to be more readily available over the phone.

The new CRM platform, Zendesk, aggregates all of Tourico’s customer conversations from various departments into one centralized system. The technology also provides Tourico’s team of 100 dedicated customer service employees with access to time-saving tools like ticket views, triggers, and automations – enabling them to have more meaningful customer exchanges.

“The Zendesk platform has helped our organization align its customer support effort and streamline our communications with the customer,” said Stephen Skidget, Executive Vice President of Operations for Tourico Holidays. “We contract and manage 11,000 new bookings a day, so we couldn’t continue to rely on emails and various customer database silos to manage these relationships. Now everything we need to know about a customer is at our fingertips – and we can more accurately assess if we’re doing a good job of servicing the customer.”

Early results from the enhanced CRM effort have been extremely positive as Tourico has reduced response and closure times by over 250% – from an average of 84 hours to 20 hours. Additionally, it has improved efficiency by 600% – converting a daily average of over 4,000 individual emails into 600 standardized tickets. The upgraded voice support has also improved Tourico’s average speed of answer to 13 seconds.

“There’s no doubt that our ability to centralize customer data has led to a better understanding of the customer,” Skidget said. “Performance metrics are reviewed daily and internal issues are addressed immediately, ensuring each and every customer receives the quality and timely support they deserve.”

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