Revamped Hotel Customer Service Platform Reduces Training by 80%
Built on Salesforce, the new Customer Service platform empowers call center agents to work more efficiently, dramatically increasing customer satisfaction scores and decreasing onboarding costs.
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Revamped Hotel Customer Service Platform Reduces Training by 80%
A single Salesforce application improves customer service and empowers call center agents to work more efficiently, dramatically increasing customer satisfaction scores and decreasing onboarding costs.
Check Out Our Results
Who
One of the largest global hotel chains, serving both business and leisure travelers with locations in over 100 countries.
A Hotel Call Center saw diminishing customer satisfaction scores for agent bookings.
The hotel set out to revamp its call center software to modernize employees' processes and reduce training costs for new employee onboarding.
Understanding People to Understand Software
Call centers are fast-paced environments where customer service is key to every interaction.
A global hotel brand needed to unify and combine several disparate systems into one holistic platform that empowered call center agents to do their jobs more efficiently, resulting in increased customer satisfaction and lower onboarding costs.
Audit of a Customer Service Agent’s Day to Day
Step one began with spending time shadowing call center agents to get a full picture of their environment and daily experiences – observing calls and asking questions to uncover pain points, common tasks, and requests.
This approach helped us build empathy and take a human-centered approach to revamping the platform.
The Agent User Experience
To be successful, an agent must be able to follow a task from start to finish, without getting lost in the system, and exit workflows as customers requested changes. We focused on making our language human and easy to understand to let agents know what to expect from every click.
Results
The new, streamlined platform interface is clean, easy to read, and intuitive to use, allowing users to tackle tasks more quickly - reducing the turnover rate and increasing customer service across the board.
Accessibility-challenged agents productivity skyrocketed. One agent went from bottom 10% performer to top 3.
In an industry with a turnover rate of 30-45%, decreased training time means saving real money.
By making the system easier to use, the six to eight week training period decreased to one and a half weeks to train new agents (80% decrease in training time).
The hotel chain is expecting to onboard two hundred new agents, which in turn, decreases thousands of hours of training time and training costs.
