When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty.
For Carlson Rezidor, one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest reservation contact centers had its own challenges. Carlson’s headquarters in Brussels, Belgium and Minneapolis struggled with outdated premises-based phone switches, which lacked flexibility and was difficult to customize.
Centralize and simplify
Carlson contact center leadership sought a way to centralize their guest communications and simplify contact distribution so that every customer interaction could be handled with a level of professionalism, personalization and consistency their competitors just couldn’t match.
“We differentiate ourselves in the highly competitive hospitality sector by how we handle our guests,” explained John Zurn, Senior Director of Reservations and Customer Care. “We wanted to give them a personalized experience, but we needed a contact center platform that allowed us to do that.”
inContact’s Open Cloud Platform afforded Carlson omnichannel functionality, ease-of-use, and an ability to quickly switch guests to the next available agent—regardless of agent location or the communication channel in use. The Carlson team now delivers consistent service across voice, email, and chat—and is moving quickly toward extending that engagement consistency to social media and SMS.
Carlson is already seeing a return after implementing inContact’s solutions, including a 30% reduction in call abandonment.
Bigger impact for Carlson Rezidor
Other meaningful outcomes from Carlson’s use of inContact’s cloud platform include:
- A solid business continuity plan now automatically distributes Carlson’s contact instances among their global call centers for a seamless guest experience in cases of inclement weather or natural disaster that could otherwise impede resolution.
- New access to KPIs and call center metrics provides deeper visibility into business performance, including service levels, agent performance and abandonment rates.
- Customizable dashboards offer real-time insight for contact center leadership, strengthening workforce engagement efforts.
Hear more of Carlson’s story in their own words in this quick 2-minute video.