The client had a complex technology infrastructure in place with multiple CRM systems such as Salesforce and SAGE in use across their products lines. The absence of a unified service desk and lack of integration with the Booking engine led to multiple ad-hoc telephony solutions being adopted. This led to a differentiated agent experience from one product line to another. Intellika stepped in to help them drive customer delight and consistency across product verticals.
The client was keen to build a reputation for customer delight and on-time delivery. However, their sales process had no dedicated end-to-end customer relationship management solution in place leading to customer disappointment.
Major challenges faced by the company:
Travel and Hospitality solution built on the Dynamics 365 platform helped in complete standardization and automation of the client’s workflows, delivering high productivity enhancements with a remarkable return on investment. The CRM seamlessly integrated with business-critical applications such as the booking engine to help foster customer delight.
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Old Oriental Building, 1st Floor, 65 M.G. Road, Flora Fountain, Mumbai – 400 023.
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