Collinson Group Uses Freshworks to Modernize its Customer Experience and Adapt to New Travel Requirements

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Freshworks, on Monday, announced that its customer Collinson Group, a UK travel experiences and insurance firm, is using Freshdesk to react to fast-changing business and travel requirements caused by the COVID-19 pandemic, handling a 50% increase in new inquiries.

“Our work with Collinson Group, supported by AWS, enabled its rapid transition during a tumultuous year for the travel industry. The flexibility Freshdesk provided significantly reduced the time taken for major operational pivots, from weeks to days. Freshworks’ omnichannel engagement solution helps agents quickly resolve customer enquiries at a stressful time for travellers, providing visibility to leading companies in the travel industry across channels such as chat, email, and voice through a single unified interface.”

John Crossan, Vice President & General Manager of Europe at Freshworks

Collinson Group rotated its medical aid division to offer COVID-19 testing at partner airports and clinics in the UK, USA, and APAC regions following the introduction of new travel rules, establishing facilities in under three weeks. Collinson utilized Freshdesk to help handle the 50 percent increase in traffic and queries by incorporating chatbot-first support and automation into its customer engagements. 

Over 120 automated workflows were put up by the organization, including email triage, automatic ticket type routing, and chat bot self-service. Help articles were written to help the worldwide business manage backlogs, run more efficiently, and share work among customer service centers and teams. 

“The Freshdesk implementation has helped to consolidate our customer communications, while ensuring that omnichannel sits at the heart of our strategy. For the first time, we have a unified view of customer interactions in nearly real time, meaning we can see trends emerging and work to mitigate issues quickly. It’s a win-winsituation that’s more efficient for both the customer and us.”

Sacha Puffett, Group Customer Service Director at Collinson Group

Ms. Puffett added, “The project manager and technical subject matter expert from Freshworks’ onboarding team were very supportive of our changing needs. Thanks to their guidance, we were able to launch the first iteration of Freshdesk within just three weeks, which was just sensational.”

Collinson was also able to better track client interactions across many communication channels thanks to the Freshdesk ticketing dashboard. Customer care agents may now examine metrics on contact resolution, overall time to service, and subject matter of inquiries using Freshdesk, as well as track and reply proactively if a specific topic continues coming up in conversations.

Freshworks also assisted Collinson in pivoting their business procedures in 2019 to ensure consistent customer service levels. Collinson Group enabled customer support workers to work from home and transferred 120 phone lines to Amazon Connect, an easy-to-use, highly scalable, and cost-effective omnichannel cloud contact center solution, result of a partnership with Freshworks and Amazon Web Services (AWS). The migration took only a few weeks to complete, including training time for call center agents, which usually take months.

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