In an increasingly digital world, delivering exceptional customer experiences is no longer a luxury but a necessity. Setur, a leader in the travel industry with nearly 60 years of service, understood the critical need to enhance its customer communication infrastructure to meet the ever-evolving demands of the digital age. This recognition led Setur to collaborate with CCR and adopt Genesys Cloud, resulting in a significant transformation of its customer service operations.
The Challenge: Modernizing Customer Communication
Before the transition to Genesys Cloud, Setur faced several challenges in its customer communication system. The legacy infrastructure lacked robust reporting capabilities, struggled with the dynamic management of business processes, and incurred high development costs for making necessary upgrades. These inefficiencies were barriers to delivering the seamless customer experiences that Setur aimed to provide. The need for a more flexible, cost-effective, and data-driven solution became apparent, prompting the search for a better alternative.
The Solution: Choosing Genesys Cloud and Partnering with CCR
After a thorough evaluation process, Setur identified Genesys Cloud as the best fit for its needs. The decision was driven by Genesys Cloud’s cloud-based architecture, which met global standards and provided a comprehensive set of features that catered to Setur’s multi-product and multi-channel operations. One of the standout benefits was the platform’s ability to provide extensive, real-time reporting, a feature that Setur had struggled with in the past.
However, selecting the right technology was only one part of the equation. Setur found a partner in CCR who brought excitement and expertise to the project. CCR’s professional and tailor-made support played a key role in the decision-making process. Their ability to understand Setur’s unique challenges and offer customized solutions made them the ideal collaborator in this digital transformation journey.
Implementation: Overcoming Challenges with Expert Support
The transition to Genesys Cloud was not without its challenges. Setur had long relied on its existing systems, and the shift required changing many ingrained operational habits. This was perhaps the most difficult aspect of the project. However, with CCR’s dedicated support, Setur was able to overcome these hurdles swiftly. CCR provided 24/7 assistance, guiding Setur’s team through the transition and offering solutions that were not only more practical but also more efficient.
The Impact: Setur’s Operational Improvements and Enhanced Customer Satisfaction
Since implementing Genesys Cloud, Setur has experienced several notable improvements in its operations. The new system allows for comprehensive reporting across all stages of the operation, providing the team with fast access to critical data. The integrated voice recording system has streamlined access to call recordings, enabling quicker decision-making and action when needed.
One of the most significant enhancements has been in customer satisfaction management. Setur now uses Genesys Cloud to conduct customer satisfaction surveys and set up outbound campaigns. The surveys, in particular, have proven to be invaluable in identifying specific areas for improvement, allowing Setur to respond to customer issues more quickly and efficiently. This data-driven approach has significantly boosted the company’s ability to enhance customer satisfaction.
Why Genesys Cloud Stands Out
While many cloud-based call center solutions exist, Genesys Cloud sets itself apart through its stability, flexibility, and built-in features. Functions that are often considered add-ons in other systems come standard with Genesys Cloud, offering a more comprehensive solution without the need for additional investments. Its scalability and ease of development have made it the perfect fit for Setur’s complex organizational needs.
Setur’s partnership with CCR and the adoption of Genesys Cloud have proven to be a game-changer for the company. Not only has it modernized their customer communication infrastructure, but it has also enabled them to manage all their customer interactions within a single platform, leading to increased efficiency and satisfaction. Setur highly recommends Genesys Cloud, especially with CCR’s expert guidance, to any business seeking to elevate its customer experience operations.
