Case Study

Case Management Solution Powered by Salesforce Cloud and GirikCTI for a Legal Services Business

Optimizing Operations for a Travel Company with GirikCTI

Introduction

Efficient phone communication not only streamlines your business operations but also creates new opportunities by boosting customer service and increasing customer satisfaction.

Businesses that understand the value of meaningful phone conversations are already adopting cutting-edge calling solutions. Any organization, regardless of size and industry, can benefit significantly from Salesforce CTI integration.

Here we talk about a real business case of a travel company that chose Girik CTI integration with Salesforce and leveraged it to streamline its operations.

About the Company

Our client is a leading travel services business offering global travel to customers all over the world. The client's online platform is its core product and offers a variety of tours and associated services to meet the needs of guests.

This organization specializes in offering travelers with clean, well-coordinated, and wellbuilt activities that are simple to find and book. Whether the guest is looking for his next adventure or a getaway holiday, they provide a complete range of services that contains everything a traveler would need.

Business Challenges Prior to Girik CTI Salesforce Integration

Fragmented Communication

Closing the Gap Between the Reservations Team and Frontline Team

The travel company experienced disjointed communication between frontline employees and the reservations office, resulting in inconsistent service and communication gaps. It was difficult to relay real-time information, which led to a lack of coordination and an impact on the guest experience.

Inefficient Call Management

Managing Customer Expectations and Simplifying Booking for an Improved Customer Experience

Customer frustration and lengthy wait periods on hold result from poorly handled calls. Missed opportunities and customer dissatisfaction resulted from the reservation process's lack of efficiency, which made it challenging to handle busy periods and satisfy customer needs.

Inadequate Insights and Reporting

Acquiring Useful Information for Performance Evaluation, Older Systems, and Limitations

Performance analysis was significantly hindered by the extremely poor reporting and limited visibility provided by the current systems. Effective KPI monitoring, consumer behavior analysis, and decision-making were impeded by the lack of actionable insights.

Isolated Communication Channels

Phone and Reservation Systems Working in Isolation

Disconnected reservation and phone systems as a result of isolated communication channels led to inefficiencies and errors. Agents had to switch between platforms, which made internal communication difficult, and the customer experience got fragmented.

Manual Data Entry and Call Logging

Time-consuming Manual Processes and Inherent Errors

Data input and call logging, two traditional paper-based records, were extremely timeconsuming and prone to numerous mistakes. These activities took up too much of the agent's time, which led to poor productivity and numerous errors. Customer communications and travel bookings were further hampered by mistakes made during the manual data entry process.

Solution

Leveraging GirikCTI Salesforce Integration: Integrating Customer Data and Communication

To smoothly integrate customer data and communication channels, the client chose to integrate Girik CTI with Salesforce. This native integration improved service delivery, simplified processes, and required no significant setup.

Using CTI Designed for Teams: Real-time Insights and Effective Call Management

Staff members improved guest experiences and response times by utilizing a team-optimized CTI, which provided them with real-time information and effective call-handling capabilities.

Show Novel Approaches and Use Cases

Novel Approaches and Unique Use Cases

Call Routing and Screen Pop: Tailored Support

Agents were able to deliver personalized service and speedier resolutions based on historical customer data thanks to screen pop-ups and call routing, which gave them fast access to guest information.

Power Dialing with Click-to-Dial: Simplified Booking Process

By removing the need to touch each digit individually, click-to-dial and power-dialing functionality expedited the process of dialing numbers to make calls. Agents could now attend to more calls.

Whispering and Call Monitoring in Live Calls: Augmenting Customer Service

Managers were able to keep an eye on agents' performance while on call and provide them with guidance when necessary without informing the caller thanks to real-time call monitoring and whispering. This ensures that each call is handled in the best possible way.

Key Features and Their Capabilities

Show Key Features Details

Easy Call Handovers with Screen Pop and Call Notes

Screen pop functionality and extensive call notes ensure that every conversation is documented and accessible, allowing for seamless handovers and tailored guest experiences.

Performance Insights with Advanced Call Analytics

Advanced call analytics and reporting revealed insights into agent performance and guest behavior, allowing the client to streamline operations and improve service levels.

Consistent Service Delivery with Automation and Scalable Call Handling

Robust call analytics and reporting revealed insights into agent performance and guest behavior, allowing the client to streamline operations and improve service levels.

Why The Client Chose Salesforce CTI Integration With Girik CTI

Improved team communication resulting in better collaboration and workflow efficiency.
Customers are happier as a result of personalized interactions and prompt service.
Smooth, quick integration, and operational efficiency.

Girik CTI's Impact on The Client's Business

Enhanced Customer Service

Girik CTI offers robust Salesforce CTI integration and improves customer service by providing automated call handling and personalized interactions. Agents can efficiently manage calls that are personalized to each customer's specific needs and preferences, resulting in increased satisfaction and better customer experiences. And when it comes to customer experience, $71\%$ of respondents say they are willing to pay more for brands that give good customer experiences.

Increased Conversions

The client benefits from higher reservation conversions after implementing Girik CTI integration with Salesforce. This is because call efficiency is significantly higher, and messages are more personalized. Customer bookings grew as a result of the enhanced service, resulting in stronger revenue growth for the business.

Enhanced Productivity

Girik CTI implementation reduced call duration and optimized operations, resulting in increased agent efficiency. It means that agents may handle more calls in a particular time frame, resulting in more questions handled in the same amount of time. This improves overall staff productivity while also increasing operational efficiency.

Outcomes Reported

Increased Conversions

Salesforce settings enable more personalized customer interactions through quick click-todial and power calling. As a result, the reservation ratio improves significantly because guests are more likely to reserve.

Reduced Average Call Duration

Girik CTI's skill-based routing efficiently connects callers to the appropriate agent, decreasing wait times. Access to call notes and caller history during calls improves efficiency by reducing overall call length and increasing staff productivity.

Revenue Growth

The client improved customer service and booking conversion rates by using Salesforce and Girik CTI. This led to higher customer retention which translates to more repeat business.

Summary

The deployment of Girik CTI integration with Salesforce drastically transformed the client's capabilities, resolving basic communication concerns and bringing up new options. The features for integration, customer support, reservation management, and staff efficiency all indicated that Girik CTI was a game changer for the firm. With creative techniques and better functionality, the company strengthened its stature in the travel services sector and built the groundwork for future success. Do you want to leverage CTI for Salesforce for your business? To contact our experts, please email support@girikcti.com or click here.

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Optimizing Operations for a Travel Company with GirikCTI