CRM In Action

Company: STA Travels
Industry: Travel
Solution: Queuebuster
Functionality: Call center Management
Cost: Free. No registration
Challenge: To manage calls during peak hours at a call center

::: STA Travel Succeeds with Queuebuster :::

STA Travel has been offering travel deals for more than 25 years. The company has more than 400 offices worldwide.

There can be few things more annoying in this modern world than being left on hold for what seems like an eternity waiting to speak to someone on the phone. For customers, being trapped in call centre hell can be frustrating and a waste of time. For companies, keeping your customers waiting can be damaging leading to poor customer service and lost sales.

STA began trialling the call management system in January 2007 to help it manage one of its busiest times of the year when call volumes can rise by around 65%. Since then its been a resounding success. Around 5% of calls end up being successfully handled by the Queue Buster system. And since two thirds of all calls STA Travel receives are sales related, the travel company is able to retain a sizeable chunk of business that might otherwise be lost simply because someone got fed-up waiting to speak to a sales agent.

Learn more about STA’s success with Queuebuster

Company: Swedish Road Administration
Industry: Government
Solution: SAP
Functionality: CRM
Cost: Free. No registration.
Challenge: To facilitate communication between road admin departments

::: Swedish Road Administration Succeeds with SAP :::

“The SAP applications and IBM design, project management, consultancy, software and hardware services have combined to provide Stockholm with a congestion charging system which offers genuine, noticeable benefits to the city and its inhabitants. This is a solution that could help to improve accessibility in the transport system, and might even help to finance the system’s necessary expansion in the future.” - Birger Höök, Project Executive, Swedish Road Administration

Learn more about Sweden’s Success with SAP >>>>

Company: Travelsphere
Industry: Travel
Solution: Respond
Functionality: Customer Service
Cost: Free. No registration.
Challenge: Management of customer feedback

::: Travelsphere Succeeds with Respond :::

“As a company we record absolutely everything that anyone tells us – good or bad,” says Michael Wallis, Travelsphere’s customer relations manager. “We get a lot of positive feedback: around 3,500 letters a year praising our holidays. In total, if you include all letters of praise, complaints, pre-holiday and miscellaneous queries, we get about 11,000 letters and emails a year. The main drivers for investing in the Respond system were frustration with the volume of correspondence and a need to reduce the administration involved. We have integrated Respond with our reservation system to reduce the need for re-keying customer information and to ensure complete visibility of data for all customer handling staff.”

Learn more about Travelsphere’s success with Respond >>>

Company: Computer Cab
Industry: Transportation
Solution: Interactive Intelligence
Functionality: Customer Service
Cost: Free. No registration.
Challenge: To offer better customer service through enhanced call handling

::: Computer Cab gets a voice with Interactive Intelligence :::

Computer Cab is the largest supplier of licensed radio taxis in London. Growing business led the company to consider deploying a more up-to-date PBX system than the one it already had.

With its existing PBX system, Computer Cab could not offer automated voice response and call recording. By deploying the Customer Interaction Center® (CIC) system alongside its order entry and taxi tracking systems, Computer Cab was able to better handle a larger number of outbound and inbound calls with a combination of agent-based and automated voice response calling. The CIC system is integrated with the back end systems at Computer Cab and the company can now offer value-added services such as automated announcement of arrival of taxis. 

Learn more about Computer Cab gets a voice with Interactive Intelligence >>>