Industry Solutions: Travel & HospitalitySpeech-Enabled Travel and Hospitality IVR Applications Help Company Increase Revenue and Improve Customer Service

FDVS solution successfully manages more than 12,000 member calls per month.

Executive Summary

Industry

Travel & Hospitality

Business Challenge

  • Flexible, efficient IVR solution to accommodate valued, frequent-stay travelers

Solution

  • Secure FDVS platform-connected members to relevant reward information anytime, anywhere
  • Speech-enabled, IVR solution for travel and hospitality industry enabled members to easily perform a variety of functions

Results

  • FDVS’ solution led to a reduction in the company’s operational costs
  • The company’s customers now enjoy a 24/7 connection
  • Customer satisfaction continues to grow
  • On a monthly basis, FDVS handles more than 12,000 calls by reward members
  • The company has realized upsell revenue directly due to the FDVS solution

Challenge

An international hospitality company, operating more than 200 full-service luxury hotels and resorts in 43 countries needed to offer a flexible, efficient solution to accommodate the needs of its most valued, frequent-stay travelers.

The company used a multi-media approach to encourage frequent-stay customers to call a toll-free number and register, via an IVR program, as a frequent-stay customer.

Once enrolled, this same program had to satisfy the company’s desire to offer a consumer-friendly, speech-enabled system that would provide key information on a caller’s account benefits and announce special promotions.

Solution

Because of First Data’s reputation for helping businesses to establish more effective communications with customers, the hospitality company partnered with FDVS to create a single solution for its frequent traveler rewards program.

Through the use of an account number and a secure password, the reward member can now connect to relevant reward information—anytime, anywhere.

Valued customers can now perform activities such as verify current reward point balances, hear a listing of their previous hotel stays (including hotel name, date of stay and points earned), indicate address changes, request information to be faxed, and most importantly, redeem points for selected rewards.

Results

While successfully administering the hospitality company’s rewards program, the FDVS solution has led to a reduction in the company’s operational costs. Since that time, other promotional campaigns have also been added to the FDVS platform.

On a monthly basis, FDVS handles more than 12,000 calls by reward members. The company has also realized a sizable annual increase in revenue, due directly to promotional messaging imbedded into the FDVS solution.

Rewards members and other customers of this hospitality company now enjoy a 24/7 connection and customer satisfaction continues to grow.

For More Information

To discover how First Data Voice Services can help you find flexible, affordable IVR solutions that satisfy your customers, call 800-428-2400 and ask for the sales department.