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

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.