IT&ITeS & Professional services
How we helped a global travel company drive efficiency in their sales process.
The client had a complex technology infrastructure in place with multiple CRM systems such as Salesforce and SAGE in use across their products lines. The absence of a unified service desk and lack of integration with the Booking engine led to multiple ad-hoc telephony solutions being adopted. This led to a differentiated agent experience from one product line to another. Intellika stepped in to help them drive customer delight and consistency across product verticals.
The Problem - Logistics
The Problem:
The client was keen to build a reputation for customer delight and on-time delivery. However, their sales process had no dedicated end-to-end customer relationship management solution in place leading to customer disappointment.
Major challenges faced by the company:
  • Lack of Unified Service Desk leading to inefficient lead management.
  • Multiple ad-hoc caller telephony solutions causing inconsistent agent experience across product verticals.
  • Lack of direct interface with the booking engines inside the CRM.
  • Sub-optimal processes and resource utilization.
The Solution - Logistics
The Solution:
iERA Travel and Hospitality solution built on the Dynamics 365 platform helped in complete standardization and automation of the client's workflows, delivering high productivity enhancements with a remarkable return on investment. The CRM seamlessly integrated with business-critical applications such as the booking engine to help foster customer delight.
The Impact:
  • The solution helped bring speed and control to sales processes.
  • Improved customer support by creating a Unified Customer service desk.
  • Lowered total cost of ownership and operations.
Key benefit Areas
Agent
Enablement:
  • Helped agents in lead and opportunity management by standardizing and automating process workflows.
  • Helped control cost of sales with options for omnichannel engagement on a single platform.
  • Enhanced productivity by giving agents mobility enabled solution.
Unified
Service Desk:
  • A 360° view of accounts enables every interaction to be fully informed with in-built SLA timers for timely responses.
  • Social insights for sentiment analysis of customers.
Service
Intelligence:
  • Live dashboards and interactive reports to track performance.
  • Integrated Voice-of-Customer driven sales helps to identify and convert disgruntled customers.
  • Ability to create personalized loyalty programs based on customer insights.
  • Ability to proactive meet customer needs.
Outcomes
  • Customer satisfaction index improved across all product verticals.
  • Inside sales team productivity improved as they stopped juggling between various systems.
  • Helped make the Agent experience consistent for customers across product verticals.