How we used a blend of technology for a fully customised solution

Skilled travel provider, Ocean Holidays, has been highly successful since its launch, largely due to its particularly specialised CRM system created inhouse.

However, the innovative business was being let down by its undependable telephony solution, and with a structure in place that relies on phone calls, the company needed to make a change to increase efficiency, customer experience and profit.

With January’s usual peak demand period fast approaching in 2020, and following the collapse of Thomas Cook, tens of thousands of holidaymakers were looking to rebook. Constantly operating to meet demand, the business needed an upgraded installation that was fast, problem-free and that would result in no downtime – and with four businesses under the Ocean Holidays umbrella, the system needed to be customisable to meet the complexity of the system.

Ocean Holidays engaged with unified communications, cloud contact centre and cyber solutions provider, Babble, for expert advice. Babble drew on its extensive experience working with world-leading travel companies and recommended a mixed-blend of technologies to create a bespoke solution.

A two-phase approach was implemented; phase one would migrate Ocean Holidays to a reliable hosted telephony system, and phase two would see Babble mirror the travel company’s CRM system with a blend of technology.

The solution provided the customisation that Ocean Holidays needed for success, including comprehensive reporting, analytics, live wallboards, always-on call recording, and click-to-dial. The new system also resulted in a higher conversion rate and customer retention through improved customer experience, resulting in its best January sales to date.

• New phone system allowed excess demand to be met, resulting in best ever sales during peak booking season

• Babble’s blend of technology enabled the solution to be highly customised

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