Success Story: SKR Reisen

How introducing an ACD at SKR Reisen brought holidaymakers closer to their destination

Outstanding service strategies for a travel specialist

Overview

SKR Reisen wanted to make better use of its employees' existing skills so it could advise customers more effectively.

Challenge

The existing system could no longer meet requirements, and agents frequently had to handle cases that did not match their skills. Efficiency was insufficient and costs were not transparent.

Solution

jtel increased sales, measurably improved customer satisfaction and provided comprehensive reporting for SKR management.

jtel's industry solution for SKR Reisen

Based in Cologne, SKR Reisen is a leading German specialist in small-group travel worldwide. SKR's strong online presence allows customers to browse comfortably and explore the available offers. The existing communications system could no longer meet call routing and reporting requirements. SKR needed an innovative contact center platform with skills-based routing, improved monitoring and reporting, with the aim of increasing customer satisfaction.

jtel designed a contact center solution that both optimally supported SKR's processes and fully connected its existing Innovaphone voice infrastructure. Event-based routing now allows calls to be directed to the right agent more quickly. Compared with industry growth of 8%, SKR was able to increase its own revenue by 40% using the jtel system. Customer satisfaction also demonstrably increased.