Journey beyond, part of the hornblower group, is australia’s leading experiential tourism group. The adelaide-based company operates 13 experiential tourism brands across the country. The company has established a strategy of “No matter which journey beyond adventure they book, from the moment they first interact with the company until they return home at the end of their trip, to provide the best customer experience.”
However, the company’s disparate technology systems proved to be a hindrance to its efforts to deliver a superior service and experience. As journey beyond’s business structure changed, including being acquired by the hornblower group in early 2022, there were six different phone systems and different technology systems, such as an outdated contact center that only served journey beyond’s rail itineraries. The rest of the brands in the company’s portfolio were using only basic phone capabilities for customer inquiries and reservations.
Fragmented Communication Solutions Cannot Provide
Aunified 360-degree customer view. It was difficult to ensure a consistent, top-notch customer experience across the 13 tourism brands and brands Malaysia Email List that journey beyond may add to its portfolio in the future. A lack of sophisticated contact center features and analytics prevented it from creating a great customer experience. Moreover, we have not been able to provide an environment for our employees to work from anywhere, on any device.”
These Challenges Have Driven The Company’s Decision To Move To A Modern, Cloud-based Communications Platform
Multiple communication solutions bringing multiple challenges since beyond
Journey is a company in the experiential tourism sector, providing a personalized and seamless customer experience is essential, matjumda stressed.
“for example, our train travel products CH Leads sometimes sell out a year before launch. As a result, the start of a new season brings a huge number of calls from customers and dealers. The existing system did not have a callback mechanism, so callers had to wait in line for 40 minutes, which adversely affected the user experience.” he also added that there was no way to prioritize certain currencies over others.