Travel industry

Oxon + Travel Industry

Wave
Travel_case-study
novaturas_case-study
Novaturas is the biggest travel agency in Baltic states and works already 20 years.
400 employees
42 Contact Center agents
The firm’s used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

200000
per month

Customers

90
per agent per day

Calls

70
per day

Emails

15
per day

Problems

The firm was faced with the following problems and challenges.
Better manage customer support team
There are no communication services in web-site
Increasing use of external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)
Still using several different systems for different communication channels
Reducing operational costs and inefficiencies
There is no client’s history of their travels
The outbound calls are still using old telephone lines
Smooth web-chat and chat-bot integration to Novaturas web
CSAT and NPS increase, show statistics data

Solutions

Oxon’s solutions were implemented accordingly every issue.
OXON contact center
OXON connects all the channels to one easy to use platform and collects all the history of chats from all channels: calls, emails, web-chat and etc. In that way contact team of Novaturas will always have all the information they need and will be able to offer a deal or solve a problem much faster with all data in front of them. The team leaders or head of the center will see all the statistics: how each agent is working, how many deals they closed, how fast they react to problems, efficiency of team and etc. Reporting system will allow leaders to get reports any time they want, once or twice a weak, month or year. They also can choose what data they want to get; the information will be sent to their emails.
Web-chat
At first if client is connecting Novaturas web-chat he will talk to chat-bot. He will be able to ask about prices, travel destinations, special offer, last minute deals and etc. If chat-bot can’t give a final answer to client or can’t solve the other issues he will be automatically connected to live-agent to talk in real time.
Chat-bot
Chat-bot - most innovating tool in CRM at the moment. It allows to save your recourses of time, money and do not disturb live-agent with common issues. It can track client services, give answer for his trip information, time, sent you a payment bill, etc. If bot doesn’t know a correct answer for your problem or can’t help you in other ways, it will connect you to live-agent. The chat-bot can be customized by the company; it allows you to make bot program as smart as you want.
Inbound and outbound calls, IVR, PBX, Skill Based Routing system
All inbound calls are divided by Skill Based Routing System, when people are calling to Novaturas IVR system, they have to choose in what purpose they are calling (check status of their incoming holiday, contact with his travel agent and etc.) If they are calling for second type the PBX system will already recognize their number and will connect them to the same agent as they have talked before, if that agent can’t talk at that moment system will connect client with random agent who will have all the information about customer. Outbound calls: There are 5 different calling types in OXON contact center: manual, semi automatic, automatic preview dialer, predictive dialer. There are possibilities to log all your sales orders during the call to our built-in CRM or send automatic SMS and Email after the call. Or smart campaigns such as configuring of automatic dialer modes, products, ordering and etc. With OXON outbound call system is easy to make offers for clients, do sales or marketing. Agents can send massive emails or SMS for costumers from lists created in OXON.
Recording of external calls
All Inbound calls can be recorded and agents or leaders can collect all that records. All records will be visible in history window.
Omni-channel
Omni-Channel experience allows your customer to engage on their channel of choice. In this case Novaturas are using: calls, emails, SMS, web-chat, chat-bot and social networks.
Reporting system, Monitoring of active and queued calls and calls routing statistics
Reporting System: The team leaders or head of the center will see all the statistics: how each agent is working, how many deals they closed, how fast they react to problems, efficiency of team and etc. Reporting system will allow leaders to get reports any time they want, once or twice a weak, month or year. They also can choose what data they want to get; the information will be sent to their emails.
Clients data collecting
OXON contact center collects all the data from all communication channels, the information can be seen by team leaders, or can be used on OXON dynamic agent desktop (OXON dynamic agent desktop pulls all your data into one easy-to-use interface, so the team always will have all the data they require to resolve calls for the first time.) For example, in Novaturas agent desktop agent will see all the information about the client who is contacting him: past trips, age, travel type, preferred destinations and etc. All the information tab can be changed any time and team leader can change required line or fill the tab with new ones.
Create customized surveys track clients experience and satisfaction
Moreover, travel agency wanted to gather client’s feedback via customizable surveys and thus ensure high quality services delivery through the entire continuum. Surveys can be sent automatically via OXON outbound calls system. When agent finishes the chat the system automatically will sent the survey to client in SMS or email.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
320
s
310
s
Annual contact centre operational costs
540 000
500 000
Annual contact centre operational costs decrease
-
%
7
%
First Call resolution
59
%
67
%
Email First reply time decrease
-
%
17
%
Customers flow decrease with Chat-bot
-
%
16
%
Average of emails handled
per day per agent
18
25
Average of calls handled
per day per agent
55
60
Callbacks answered
13
%
37
%
Customer NPS
55
pt
63
pt
The head or lead of Call Center will see all the statistics of business:
Employees’ efficiency
Resolution speed of the problems
Main destinations
Budgets
What clients want from agency, etc
and other information in what purposes customers are contacting this agency.
Cost savings through increased productivity of company employees/agents (about 57000 eur each year), increased customer satisfaction.
Chat-bot doesn’t just save time or money, it actually can collect leads and save them for sent direct offers to clients in private.

It collects about 5% of customer leads from all the clients who been using a chat-bot.