Magazine article CRM Magazine

Vacay Vendor Resorts to Newvoicemedia for Better Service: ResorTime Speaks Directly to 'Owners' with ContactWorld for Service

Magazine article CRM Magazine

Vacay Vendor Resorts to Newvoicemedia for Better Service: ResorTime Speaks Directly to 'Owners' with ContactWorld for Service

Article excerpt

By offering what it refers to as a "heartfelt service culture," ResorTime (formerly Grand Pacific Resorts) has built a family of more than 20 high-end resorts throughout California and Hawaii. For more than 70,000 families, whom it calls "owners," a vacation at one of its resorts, which could be nestled among a grove of swaying palms in Kauai or on the shores of Lake Tahoe, is the highlight of their year.

For a company that claims, as ResorTime does, that it lets people "own a piece of paradise," customer expectations are high. These owners expect the water in their pools to sparkle, their accommodations to be immaculate, and their calls to customer service to be pleasant, quick, and helpful. That last part hadn't always been possible for the Carlsbad, Calif.--based company.

When he joined Resor-Time as vice president of revenue and technology in 2013, Jeff Farr had concerns about the company's ability to handle customer issues in the manner he knew was possible. The issue wasn't one of personnel but rather of platform. Its contact center used four different call handling operations. Dropped calls, long wait times, and call misrouting happened far too frequently. The technology offered limited visibility; supervisors couldn't properly monitor calls or provide feedback to upper management. "It was clearly time to take our contact center to the next level in order to provide consistent and high-quality service," Farr says.

To retool the outdated system, ResorTime turned to NewVoiceMedia's ContactWorld for Service, a cloud-based customer service platform. "I liked the fact that Salesforce. com had heavily invested in NewVoiceMedia, and my independent research through the [Salesforce] AppExchange showed they had really strong references," Farr says.

[ILLUSTRATION OMITTED]

The contact center began delivering a better service experience almost immediately. ContactWorld's end-of-call feedback system provided more thorough analytics about the call by creating detailed reports through Salesforce. Managers were finally able to see how the contact center was performing in real time. When minor adjustments needed to be made, the data and insights were there to point decision makers in the right direction. …

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