Travel as a Service Platform Provider Achieves 20% Increase in CSAT During Aggressive Ramp with IGT Solution's CX Scaling Solutions

CASE STUDIES
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Learn how IGT Solutions helped a cloud-based travel technology provider address customer onboarding challenges, given their business growth and staff shortages. With a comprehensive approach and training, the client experienced an impressive CSAT of 91%, service levels of 90% month-on-month, and more.

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About the Client

The client is a cloud-based travel technology pioneer that offers a Travel-as-a-Service platform that provides unmatched travel experiences globally, uniting people worldwide.

Business Challenges

The surge in business growth and shortage of qualified staff negatively impacted the client's customer onboarding experience.

  • Increased B2B customers necessitated process improvement without disrupting the current operations.
  • Need to ramp up both Spanish and English-speaking customers
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100% increase in sales conversions. Increase in conversions from 12% to 25%.

Business Solution

IGT Solutions developed a holistic approach and delivered excellence with Smart Agents and data-driven process improvements.

  • The rapid deployment of a seasoned team to deliver world-class onboarding and support
  • The Smart Agent™ method prioritized precise recruitment alongside technology-driven agent empowerment services
  • Implemented tailored training modules emphasizing quick mastery of client product knowledge and onboarding procedures
  • Monitored inbound contacts for quality assurance to provide actionable performance feedback to agents and empower them with data-driven AI-enhanced dashboards

    Business Results

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    Achieved CSAT that exceeded the 85% target
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    Improved service levels month-on-month
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    Increased customer satisfaction
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    4.6/5

    Improved C-SAT

    Tools Partner

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