Global Tourism is a travel booking platform focused on providing vacation accommodations. It is operated by Altis Travel Ltd. based in Argentine.
Global Tourism offers a range of travel accommodations including resorts, suites, hotels, and all-inclusive options. Their services are available globally, with a strong presence in the United States, the Caribbean, and Brazil.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Challenges
Despite of being Best Booking Platform Global Tourism encountered challenges in Booking management, automating service flows,Compliance and Data Security Concerns, Salesforce integrations, and effectively Managing customer data & Customer Engagement.
Inefficient Customer Service
Global Tourism faced challenges in providing prompt and efficient customer service due to the high volume of customer inquiries and the fragmented nature of their communication channel. This led to delays in response times, inconsistent customer experiences, and missed opportunities for engagement.
Issue in Case Management
Global Tourism’s internal office processes for case management were inefficient and prone to errors, leading to delays in issue resolution and decreased employee productivity. These challenges needed to be addressed to improve operational efficiency. Global Tourism’s customer service team received a high volume of cases daily, ranging from booking issues to accommodation complaints and service inquiries.
Scattered Communication Channels
Global Tourism experienced an overwhelming number of unresolved and unanswered chats due to a manual chat assignment process. This led to imbalances in agent workloads, with some agents being overloaded while others had little to do. The manual assignment also resulted in delays and inconsistent customer service, as chats were not always routed to the most suitable agents.
What did Nawlabs do:
Global Tourism faced several challenges in their business processes that hindered operational efficiency and customer satisfaction. These issues needed to be addressed to ensure seamless operations and a superior customer experience. Nawlabs was tasked with identifying and resolving these challenges through effective Salesforce solutions.
Nawlabs Conducted a thorough assessment of Global Tourism’s service processes and communication channels. Identified key pain points and areas for improvement.
Enhancing Customer Engagement
Nawlabs implemented Salesforce’s Einstein Chatbot and In-Messaging App to address these challenges and enhance Global Tourism’s customer engagement. Nawlabs Customized and Deployed the Einstein Chatbot to align with Global Tourism’s branding and specific customer service needs. Customers received immediate responses to their inquiries, reducing wait times and enhancing satisfaction.
Nawlabs Configured Salesforce’s In-Messaging App to consolidate customer communications across all channels (web, mobile, social media) into a single platform. This thing Streamlined communication and improved tracking and management of customer inquiries. Faster response times and more efficient issue resolution.
Now, Customer service representatives could engage in more contextual and relevant conversations, improving customer satisfaction.
Addressing Case Management Challenges
Global Tourism faced inefficiencies and errors in its case management processes, resulting in delays and reduced productivity, which affected customer service quality. The team dealt with a high volume of daily cases, including booking issues, accommodation complaints, and service inquiries.
Nawlabs assessed Global Tourism’s existing processes, identifying key pain points, and proposed a customized Salesforce Service Cloud solution. This centralized case management on a single platform, ensuring accurate and accessible data. Automated workflows were configured for case assignment and escalation, and a system was set up to prioritize cases by urgency, severity, and customer impact. Chatter was integrated to enhance cross-department communication and collaboration.
The previous system had scattered data and relied on manual processes, leading to inconsistencies, incomplete records, and delays in resolving high-priority cases, which impacted customer satisfaction.
Implementing Omni-Channel and Omni-Flow Solutions
The manual assignment process left many customer chats unresolved and unanswered, causing customer dissatisfaction. Some agents were overwhelmed with chat assignments while others had minimal tasks, leading to inefficiency and burnout.
Chats were not consistently routed to the most suitable agents, resulting in delays and Poor customer service.
The implementation of Omni-Channel and Omni-Flow significantly reduced response times, leading to higher customer satisfaction. Automation of workflows and intelligent case routing improved operational efficiency, allowing agents to handle more cases effectively. Automated chat routing led to a significant decrease in unresolved and unanswered chats, enhancing customer satisfaction. Balanced workloads among agents improved overall efficiency and boosted team morale, leading to better performance and job satisfaction. Skill-based and priority-based routing ensured that customers received timely and accurate assistance, improving their overall experience with Global Tourism.
The Results
- We achieved a 75% increase in internal efficiency
- 70% Improvement in Customer service and Engagement
- 90% boost in Case Management
- an impressive 86% rise in Booking within six months
