Giving hospitality pros a penthouse view of their customer service
Tools used
- Multi-touchpoint surveys
- Live dashboards
- Real time action alerts
- Salesforce integration
Hospitality is a competitive business. Amadeus needed the Voice of Customer tools to keep them ahead of the game.
The challenge
How do you keep a close eye on countless customer interactions around the world?
Travel giant Amadeus creates hospitality tools to make sure customers have five-star experiences wherever they go. But Amadeus has become a huge business – acquiring over 1,000 hospitality experts across the globe. So keeping an eye on all their customer relationships had become a challenge. Their feedback surveys weren’t getting many responses, leaving them with a hazy view of how their frontline staff were performing.
“The Voice of Customer program drives our strategic theme to continue our customer intimacy strategy and increase customer satisfaction. By distributing the data, we offer employees insight into our customers’ sentiment and level of satisfaction. This information has proven vital to our success.”
Erin Jacobsen
VP, Customer Support at Amadeus – Hospitality.
Our solution
Personalized data, delivered in real time
Amadeus started running surveys on Forsta – in many languages and much more often. They then used our personalized dashboards to give the right people the right data, in real time. Their leaders now get Net Promoter Scores (NPS) for each business unit. Forsta’s integration with Salesforce means they now get very specific feedback – tied to individual customer interactions. This has allowed Amadeus to identify weaknesses and fix them fast, using instant alerts.
The results
Targets exceeded. By a long way.
Amadeus had a company-wide NPS target of 50. Within a year of moving to the Forsta platform, their score came in at 76.4. This is the result of individual divisions getting feedback specific enough to act on. They identified a specific gap in their Customer Service teams’ knowledge, and set up training to correct it. The Professional Services division used their feedback to create a new way of planning out projects – cutting their overheads and scoping projects more accurately. Amadeus got recognition for their work with a Judges Choice ACE award in Voice of Customer.
26.4
point above NPS target
9.28
satisfaction score
1
Voice of Customer award
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