A Premier International Airfare Travel Platform in North America Improves Customer Experience and NPS Through Omnichannel Transformation

Challenges

The absence of seamless integration between the existing CRM tool and the client’s external call system resulted in frequent confusion, a lack of coordination, and challenges in prioritizing tickets. This led to an overall sense of disconnection and disjointedness within the team.

The reporting, ticket number calculations, escalation management, and average handling time determination were entirely manual, resulting in significant time consumption. This not only led to longer waiting and response times but also resulted in customer dissatisfaction.