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One of the largest Travel agent in Indonesia selected Oracle Solution for a unified view of the Customers connecting through various channels such as Branches, Contact Center, Email, or Web. Speridian provided a state-of-the-art solution to this customer which gives an easy and user friendly way in maintaining its booking and service efficiency and in turn keeping the customer satisfaction high.

Key features of this solution includes

  • Omni channel Sales and Customer Service application
    • Easy access to Booking History of customers
    • Feedback mechanism to help improve operational efficiency
    • Profile Management through Customer 360
    • Opportunities/Quotation
    • Credit Limit Check
    • Payment updates/Summary

Key Challenges:

  • Manual processing of booking in the system
  • Customer’s queries takes longer time to resolve.
  • No centralized system to provide information to agents, supervisors and managers to take quick decisions
  • Multiple system to capture complaint and refund

Benefits:

  • Automated and efficient processing of service booking and opportunity.
  • Real time data for agents to answer customer queries and resolve complaints.
  • Advanced analytics reports to take quick decisions
  • Opportunity tracking and conversion
  • Additional customer benefits like, Loyalty, email campaign offers and coupon / promo codes.

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