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Optimized customer support & back-office operations for a leading Villa booking platform to support 30% increased volume

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Overview.

A travel company faced challenges with villa contract loading, website management, and comprehensive customer support for vacation rentals. Coforge's solution, encompassing flexible staffing, real-time assistance, and cancellation/amendment expertise, ensured a seamless experience for customers and improved efficiency for the client

Challenges.

  • Villa Contract & Website Management: Inefficiencies in uploading European villa contracts and maintaining website content (descriptions, images) hampered user experience.
  • Limited Customer Support: Lack of support for cancellations and amendments to customer holiday packages restricted customer flexibility.
  • Seasonal Fluctuations: The client needed flexible staffing solutions to manage peak and off-peak travel seasons.

Solution.

Coforge implemented a multi-faceted approach to optimize villa management and customer support:

  • Comprehensive Support: Handled all aspects of travel including villa accommodation, customer queries arising from changes/amendments, and in-resort support.
  • Expert Customer Service: Provided highly consultative and advisory interactions, educating customers about change implications, and offering alternative options.
  • Real-Time Assistance: Delivered complex support in real-time, catering to in-resort customer needs during their vacations.
  • CSAT & Resolution Focus: Maintained consistent Customer Satisfaction (CSAT) and customer resolution scores through exceptional service.
  • Flexible Staffing Model: Implemented a scalable staffing model to accommodate fluctuations in customer volume across different seasons.
  • Expanded Service Scope: Provided a comprehensive range of services including reservations, ticketing, new bookings, amendments, cancellations, refunds, general queries, and in-resort support.

The impact.

The project yielded significant improvements in operational efficiency, customer satisfaction, and the ability to handle seasonal variations:

  • Flexible Staffing: Successfully managed 30% increased volume through extended support coverage and cross-skilling of agents.
  • Managed approximately 81,000 transactions annually across various channels (call, email, chat, back office).
  • Achieved 100% accuracy in processed transactions.

Bring us your challenge.

Let’s Coforge your next success story.

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