- The challenge
- Our Approach
Albatravel faced significant challenges due to the lack of a comprehensive customer management system that could be seamlessly integrated with its partners. Additionally, the company lacked an effective customer care campaign. The primary challenge was to establish new relationships with both B2B and B2C clients, aiming to enhance the overall customer experience and drive sales.
To address these challenges, we adopted a systematic approach. Firstly, we focused on designing an optimized business workflow. Simultaneously, we undertook the crucial task of mapping and improving the existing customer database. Next, we developed Rize CRM, a cutting-edge customer relationship management solution, which boasted advanced features such as Lead Management, Analytics, an integrated VoIP Solution, and a powerful AI Voice Assistant. Finally, we established and managed a dedicated Customer Care campaign, staffed by highly skilled agents available 24/7, with the objective of providing exceptional support and streamlining all business processes.
Our efforts resulted in the creation of a robust and professional business process, effectively leveraging technology and human resources. The implementation of our CRM solution yielded remarkable results. Key performance indicators, including the Customer Satisfaction Score (CSAT), experienced a remarkable growth of 90%. Moreover, the success of our CRM solution led to its integration by an additional seven business partners. As a result, the customer care campaign has consistently grown year after year, ensuring continued success for Albatravel.