CASE STUDY

Enhancing CX and Sales for a Travel and Hospitality Brand

Enhancing CX

Client Overview

Travel & Hospitality Brand Customer Success Story

Our client is the largest boat rental and water experience provider – the ‘AirBnB’ equivalent platform for today’s boat owners and renters that directly connects boat owners, rental shops and charter companies with those seeking to plan their own water-based experiences.

The Challenge

Rapid growth positioning the client as the market’s go-to facilitator created unprecedented challenges
Customer service and help desk operations were stretched

The client’s stringent vetting process
Tipping point reached – requiring a greater quantity and quality of customer service resources to manage demand from users

The Solution

Step 1

Initial champion challenger model proved Quantanite as the most viable long-term partner

Step 2

Blended approach to create excess capacity – making use of the clients in-house employees alongside Quantanite’s outsourcing expertise

Step 3

Agile operation plugged into the client’s CRM, with desired cost efficiencies and cultural fit

Customer experience and Back-office services including;

The Results

95%

KPI of 95% CSAT score met and improved upon continually

Growth

Increase in platform sales

Enhance

Process, billing and payment enhancements creating better customer experiences