All-Inclusive Package: A Unified Customer Service Platform for Service Excellence and Faster Training
How Salesforce helped a hotel icon reduce training time and increase customer satisfaction.
THE CLIENT
A leading global hospitality company with a portfolio of 24 world-class brands comprising more than 8,400 properties and over 1.25 million rooms in 140 countries and territories.
Challenge
The hotel brand’s call center was overwhelmed, with agents stuck juggling multiple disconnected systems. This led to inefficiencies and a dip in service quality.
To make matters worse, industry-wide high turnover rates meant that new agents needed 6-8 weeks of training, leaving teams in a constant state of training, diverting resources and delaying the exceptional customer service the brand is known for.
Targeted Outcomes
Consolidate multiple disconnected systems into one unified customer service platform that empowers call center agents to do their jobs more efficiently.
Reduce training time by streamlining the onboarding process, aiming for faster ramp-up times for new agents, and reducing associated costs.
Increase agent productivity and service efficiency by providing a user-friendly platform, aiming for measurable improvements in task completion rates and productivity.
We began by immersing ourselves in the daily experiences of call center agents — observing their workflows, identifying pain points, and understanding their challenges.
Simply put, understanding people to understand software. This deep dive revealed the need for a more intuitive system.
This insight drove the creation of a simple, Salesforce-powered platform that consolidated the systems into one solution. By focusing on clear language and removing the complexities agents were facing, we made the process intuitive, allowing them to focus on customers, not the interface.
IMPACT
The new, unified customer service platform made it easier for agents to resolve customer issues faster and with fewer mistakes, leading to higher satisfaction.
In an industry where turnover rates typically hover around 30-45%, the 80% reduction in training time — from 6-8 weeks down to 1.5 weeks — saved thousands of hours and significantly cut costs.
With everything now housed in one easy-to-use system, agents had the tools they needed to succeed, driving productivity and reducing turnover across the board.
The WOW Factor!
Accessibility-challenged agents saw a dramatic boost in productivity, with one agent rising from the bottom 10% to the top 3!
