Rail Delivery Group
Jurys Inn
RAC

Customers demand consistent access to up-to-date information across every channel of communication, whatever the circumstances. This is particular challenge when the travel and leisure industry is so vulnerable to disruption and unexpected complications that see a massive increase in customer queries. From handling spikes in demand during emergencies to dealing with inquiries about delayed or cancelled services, you must be able to quickly give customers the information they require, to prevent them becoming frustrated or dissatisfied.

“With access to the full capacity of storm®, we’re assured that we will always be able to handle even extreme levels of demand.”

Senior Service Delivery Manager, Rail Delivery Group

Provide Accurate Real-Time Information on the Channels Your Passengers Choose

CHALLENGE

Whether commuting or going on holiday, customers rely on public transport to get them where they want and need to be in their day-to-day lives. If there are unexpected delays or changes to pre-arranged schedules, you need to inform them as soon as possible. Failing to do so leaves disgruntled customers, who will have no reservations in sharing negative reviews and feedback – placing future business in jeopardy, as well as risking penalties and compensation pay-outs.

SOLUTION

To ensure that customers are quickly and easily kept informed and are alert to changes, it is essential to provide them with accurate scheduling information. You need a system that integrates with live departure boards and scheduling systems for real-time updates, equipping contact center agents with the latest data, and allowing companies to update passengers via automated messages. Customers thus have access to up-to-the-minute information to enable them to plan ahead, making their journeys pleasant and increasing customer satisfaction.

PRODUCT

Real-time and historical reporting

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Integrate Information Sources for the Best Omni-Channel Experience

CHALLENGE

Organizing a trip in today’s digital world can be a complicated and nerve-wracking experience. Customers can find it daunting to book different aspects of a journey or leisure outing, particularly if they have to engage with multiple providers. If the process is too complicated, there is a risk that travelers will simply grow frustrated and give up on their plans altogether. You need a stress-free, joined-up infrastructure and process to alleviate customer worry and gain loyalty.

SOLUTION

To ensure customers enjoy a superior experience, you must have a solution which gathers and consolidates data within one single, intuitive interface to make booking and travel status communications easier. The best solution is one that retrieves and reproduces information from multiple third-party systems in one place, giving customers the smoothest and simplest time when booking transport, hotels, and events across any channel.

PRODUCT

Complex custom integrations

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Scale Up Quickly During Emergency Situations

CHALLENGE

When emergency situations occur, travelers need to be made aware and reassured immediately to avoid negative feedback and potential loss of future business. Customers should be supported throughout their journey, especially during critical situations and to those who require special assistance. These critical events cause huge unexpected spikes in demand, resulting in lengthy queues and putting immense pressure on your contact center. Without the appropriate technology to meet traffic levels, service levels are dramatically lowered.

SOLUTION

To maintain exceptional customer service when a problem arises, customers need to be kept constantly informed and responded to in a timely manner. During spikes in contact volume, companies need a highly scalable platform that can handle all inquiries regardless of demand levels. To deal with this demand with ease and ensure customers are supported sufficiently, information about emergency situations should be proactively sent out via mass communications, such as an automated SMS. This also frees up contact center agents to ensure agents can assist vulnerable customers or those with the greatest need.

PRODUCT

Inbound and outbound contact center

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