NAUMEN implemented the Naumen Contact Center platform to tour operator of Brisco

April 13, 2015. The tour operator of Brisco entering into the international tourist holding TH&C completed the project of creation of contact center based on the Russian Naumen Contact Center platform. Possibilities of the hi-tech platform of the domestic developer, NAUMEN company, provided business process optimization of tour operator with simultaneous improvement of quality of services on a full stroke of customer service and allowed to achieve increase in sales volumes by 20% at the unstable market. The contractor of the project and the supplier of the software solution — NAUMEN company.

Project Results

Implementation of the Naumen Contact Center platform allowed travel agency to find inefficiency points, it is correct to distribute resources and to build harmonious work of all own divisions participating in service processes more than 700 thousand clients of Brisco — Metrojet airlines, the visa center BRP, the host party of Prince Group, transport company and network of own hotels.

Information from different external systems is available in a single working window of the operator implemented in Naumen Contact Center that allows the call center specialist to select quickly a tour without tiresome studying of options and to quickly answer the calling tourists their most various questions — since weather on site of the planned rest, the flight number and time of its arrival in the specific airport and finishing with a view from the window of number of the selected hotel. After a design of reservation for the selected tour, registered in the CRM request becomes to the available NAUMEN system and it is displayed in statistics of contact center, allowing to conduct with it further work. To the client the automated e-mails informing him in each subsequent step come.

The platform provides automatic number identification at incoming calls with simultaneous opening of a card of the client containing the complete history of interaction with it — what tour and when bought whether it participates in the loyalty program, who the manager, an average bill of a tour of the client, level of its purchases, degree of satisfaction with the previous service. Having information on calling before call pickup, the operator at the answer to a call welcomes it by name, emphasizing with that importance of a call of the client for the company. Personalisation of communication increases loyalty of the tourist, allowing it to feel the special client. Calls of new clients are also fixed in a system with automatic entering of number in a card.

Using the Naumen Contact Center tools the staff of tour operator effectively solves also marketing problems: conduct surveys and collect responses of tourists about the carried-out rest and also reveal in the course of the conversation of their requirement and an opportunity for purchase of another tour. The analysis of information collected as a result of questioning allows tour operator to understand better each situation, to improve quality of service and to offer the partners and clients exclusive conditions and the special prices on a tourist product, thereby creating steady demand for the offered tours, representatives of the company integrator reported TAdviser.

"Surveys which we conduct among clients regularly with the help of the NAUMEN system allow us to learn and consider their first-priority requirements — Maria Kosenkova, the head of development, Brisco says. — Besides, using the new platform we received the structured database and summary statistics which reflects all indicators of employees, such as, quantity of the received calls, the purpose it is ringing, the number of requests, profit according to the request. On the basis of these data could estimate correctly the necessary number of personnel for productive service, redistribute loading and avoid costs for additional personnel. Thanks to the implemented actions it was succeeded to achieve efficiency in the conditions of economic downturn".