Revolutionizing Customer Engagement With Automated, Omnichannel Queue Management For A Leading Cruise Line
CASE STUDIES
A leading cruise line faced inefficiencies in PNR management due to manual task allocation and a need for automation. IGT Solutions implemented the iQD tool, automating processes, enhancing customer experience with timely updates, and improving operational efficiency. It reduced AHT by 20%, improved response rates by 30%, and increased agent productivity by 15%.
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About the Client
The client is a leading cruise line offering expeditions across oceans and rivers.Business Challenges
The client's PNR management system relied on manual task allocation via Excel, leading to delays, errors, and reduced productivity. The lack of tracking and automation capabilities also hindered visibility into critical metrics and limited process efficiency improvements.Business Solution
To resolve the client's PNR management issues, IGT Solutions implemented the iQD tool, a cloud-based automated queue management system, to reduce manual processes and enhance efficiency. Despite challenges with change management and manual disposition, these were addressed through coaching, focus group sessions, and targeted training, leading to streamlined processes and reduced errors.
- Implemented the iQD tool to automate PNR management, improve efficiency, and streamline processes through training and focus groups
- Enhanced customer experience by offering timely updates on travel schedules and ticket status, ensuring a predictable turn-around time
- The solution used SLA-driven metrics, such as AHT per ticket or queue, to consistently meet performance targets
- iQD provided centralized control and proactive monitoring, enabling real-time tracking and rapid issue identification.
Business Results
0%
Reduced AHT
0%
Improved Response Rate
0%
Increased Agent Productivity
0°
Visibility of the entire process
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