Today, Service Cloud is used for end-to-end customer management – from the moment of booking to the end of the stay.
“We now officially offer customer service in four languages, so Service Cloud funnels all the enquiries into the right place. Our Club Points Owners don’t see any of this. They just send an enquiry and get a reply from the right person,” says de Man. “We have set it up so every single enquiry is handled efficiently and prioritised where needed. For a Club Points Owner, it is a seamless experience. As a result, we are able to scale our business and language offering based on market opportunities.”
WeChat integration through Charket has been a hit with the Club Points Owners in China, who can now log enquiries and communicate with customer service agents through the ever-popular social media platform. And integrated Live Chat case management through the Club’s website has opened another in-demand customer communication channel.
“Our entire customer service team has the same access to Club Points Owners’ information – whether they contact us through our call centre, WeChat, Live Chat or email,” de Man explains. “Club Points Owners now get a consistent experience through any channel they choose to use.”
Service Cloud had an almost immediate effect on the Club. The Club Points Owner base grew by an incredible 200 per cent following the deployment, and SLAs are down from around 10 hours to less than two hours.
Overall customer satisfaction scores (CSAT) never dip below 87 per cent and are as high as 94 per cent in the notoriously hard-marking Japanese market. Chinese Club Points Owners also rate the Club’s customer service highly with CSAT scores consistently around 90 per cent.
“The best thing about Service Cloud is that our employees now have a clear understanding of everyone they are talking to, and an essential view of all their previous interactions with us” says de Man.