Great customer experience starts from the first communication. For Oaks Hotels & Resorts, its offshore call centre managing customer enquiries and booking requests just wasn’t up to scratch with the high standards set by the rest of the business. It was time for an upgrade…
As competition from online marketplaces like Airbnb increases, customer experience has never been more important for the hotel industry with hoteliers pulling out all the stops to create a point of difference through good communication and personalised interactions.
What Oaks needed in order to bring its communications up to the standard of the rest of its business, was a new solution that was cost effective, reliable, and provided seamless integration with its existing CRM.
At the time, Oaks were managing their customer enquiries and booking requests through a centralised reservation service, with a third party call centre operating out of Manilla.
After much deliberation with different vendors in the market, Oaks determined that 8×8 was an advanced global cloud solution – the right fit for their business – and engaged CSG to help make it happen.
Download the full case study: Oaks Hotels and Resorts