Travel Tourism
Success Story: Bringing customers on holiday: how the introduction of an ACD at travel specialist SKR Reisen GmbH brought holidaymakers closer to their destination.
Success Story: SKR Reisen
How the introduction of an ACD at SKR Reisen brought holidaymakers closer to their destination
Excellent service strategies for a travel specialist
OverviewSKR Reisen wanted to make better use of its employees’ existing skills in order to advise customers more effectively.
Challenge
The existing system was not up to the task, and agents often had to process cases that did not match their skills. The efficiency was insufficient and the costs were not transparent.
SolutionJtel has increased sales figures, measurably improved customer satisfaction and provided comprehensive reporting for SKR management.
jtel industry solution for SKR Reisen
SKR Reisen is a leading German travel specialist for small groups worldwide, based in Cologne. SKR’s strong online presence allows customers to conveniently surf and browse the available offers. The existing communication system was no longer able to cope with the call routing and reporting requirements. SKR needed an innovative contact centre platform with the option of skill-based routing, improved monitoring and reporting with the aim of increasing customer satisfaction.
jtel designed a contact centre solution that optimally supports SKR’s processes while fully integrating the existing Innovaphone voice infrastructure. Thanks to event-based routing, calls can now be routed more quickly to the appropriate agent. Compared to the industry growth of 8%, SKR was able to increase its own turnover by 40% by using the jtel system. Customer satisfaction has also demonstrably increased.
Thanks to jtel, the satisfaction and motivation of our employees has greatly increased, as we prioritise the respective interests and priorities of our agents when routing calls over group assignments. As a result, our customers receive perfect advice, which is reflected in high sales figures per employee. - Christoph Albrecht, Managing Director of SKR
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