Verso Provides Tier 1 Customer Support Solution

The Opportunity

The company is a leading global provider of interactive distribution solutions and marketing services to independent and chain hotels worldwide. Their suite of business process management (BPM) solutions provides hotels with the right tools to drive success in the world of electronic distribution and marketing.  The company has established a highly diverse customer base of over 12,000 hotels in more than 140 countries—served directly by over 400 employees. Their clients range from international brands and ownership groups to high-profile independents and regional chains.  As a part of their suite of solutions, they offered customer support from their call center.  The hours of operation:  Monday thru Friday 8:00am – 5:00pm. In order to compete aggressively with its competitors, the company realized it need to provide customer support 24X7X365 and engaged Verso as an outsource partner.

The Solution

The company business required a 24 Hour Support Center solution that managed interactions across multiple communication channels and enabled tracking of all interactions to develop strategic information about the customer base, business opportunities and information requirements.  In an effort to streamline and improve current support, they engaged Verso Technologies as an outsource partner for Tier 1 customer support for its Central Reservation System.   When you engage Verso as your technical support partner, you’re hiring a team of senior-level experts, each with an average of 25 year experience in the service delivery business.  Both staff and management teams come from diverse operational and technical backgrounds with experience supporting hardware, software and operating systems at all levels.     

The Results

The company transition to outsourcing with Verso has provided: Efficient and quality-reactive support to properties; Bandwidth to answer as many questions as possible on first call; Customer Care team to handle majority of questions; Low hold times and call abandonment; Positive customer experience and Call center data in a manner allowing Service Deliver Managers to be proactive.