The Challenge

With 6 different travel destinations and a strong presence in the UK, Serenity Holidays provides sales and booking assistance as well as customer service to hundreds of customers daily looking to book trips to Gambia, Cape Verde, Goa, Corsica, Sardinia, and Sicily. Serenity Holidays prides themselves on their customer-focused approach and in-depth destination knowledge. Travel advisors even make regular trips to the destinations they offer to ensure that they can provide their customers with genuine advice, recommendations, and guidance. Their goal is to deliver outstanding service at all stages of the travel process, from the initial research phase through the return home.

Using several disconnected systems made it difficult for agents to get a unified view of each customer across all channels. This meant that Serenity Holidays’ sales and customer service teams would be unaware if customers had, for example, communicated with their team via online chat prior to calling.

This did not create an optimal customer experience for their customers and often led to impersonal interactions where customers had to repeat themselves if they used more than one channel to communicate with the company. They hoped to find a solution that provided advisors with a threaded conversation history, so they could quickly resolve customer inquiries and deliver consistent customer experiences on all communication channels.

The Solution

A better customer experience

With Dixa, Serenity Holidays can consolidate their sales and support software into one solution and have all relevant customer data in one place. This allows advisors to easily see their previous interactions with each customer and provide quick, helpful assistance from the start so customers don’t have to repeat themselves. Additionally, with automatic customer recognition, advisors always know who they’re talking to the second they receive a call, email or chat. Being able to greet customers by first name coupled with the ability to solve inquiries quicker due to more context provides Serenity Holidays’ customers with a better overall experience.

Happier employees

Because Dixa is accessible through the browser, Serenity Holidays’ advisors now have the ability to work remotely, giving their sales and support teams more flexibility. Additionally, consolidating their sales and support systems into one intuitive solution makes it easier for Serenity Holidays’ advisors to answer customer inquiries without having to do manual lookups in other systems. Working in software that is easy to use and accessible from anywhere provides Serenity Holidays’ team with an overall better working experience, which has increased employee satisfaction.

Increased efficiency across the board

By using one system to manage their customer inquiries across all channels, Serenity Holidays is now able to get a holistic view of their team’s performance. With better performance stats and all customer conversation data in one place, Serenity Holidays is able to make quick, well-informed decisions that enhance their customer experience and improve their overall operations. Additionally, being cloud-based software, Dixa requires no maintenance or equipment. This enables Serenity Holidays to make changes to their setup on the fly when needed, saving them time and effort.

Higher customer satisfaction

Providing travel advisors with a clear, threaded conversation history between themselves and the customer along with relevant customer data makes it easier for Serenity Holidays’ sales and support teams to resolve inquiries in the first interaction. With Dixa, Serenity Holidays has increased their First Call Resolution by 30% and raised customer satisfaction by 32% among customers.

The Situation

Nyhavn Rejser was established in 1991 and consists of 5 travel agencies in Denmark and Norway with a yearly turnover of $25M. The company offers tailor-made trips, personal travel advice and custom-designed tours and cruises.

Nyhavn Rejser was doing well as a business. In fact, they were achieving a higher than average conversion rate against the travel industry’s average. However, they knew that the sales and service teams could do even better with the right data, tools, and insights.

The Challenge

Nyhavn Rejser, was doing well, achieving a conversion rate higher than the travel industry’s average. However, they knew that the sales and service teams could do even better with the right data, tools, and insights. One of the primary disadvantages was the fact that the travel advisors were not able to access relevant customer information, such as who was calling, emailing, or messaging, their past conversations across channels, or their previous holiday bookings. They wanted a solution that could recognize return customers and provide advisors with more context. Furthermore, they had no way of connecting customers directly to the advisor who had previously assisted them and they wanted the ability to route customers to a dedicated “personal advisor” every time.

Nyhavn Rejser’s customer service and sales teams used four systems that were disconnected and functioned completely separately, which kept system costs high and resulted in inefficient manual processes and repetitive work. Because they were using different systems to manage their sales and support, their data – just like their systems (Outlook and TDC IP Scale) – lived in silos and they found themselves spending an immense amount of time converting conversation data into a useful format where they could use it to make informed business decisions. Finding a solution that collected better stats and analytics across all channels (phone, email, and chat) was top of mind.

Finally, their system for assigning leads was a very manual process, which resulted in a slow response time (not ideal for their sales team).

The Solution

26% increase in conversion rate

With Dixa’s contact recognition feature, Nyhavn Rejser’s travel advisors are able to instantly recognize return customers and see their previous bookings, providing advisors with a clear threaded conversation history between themselves and the customer across all channels. This makes it easier for advisors to get caught up on the status of a deal and respond faster and with more accuracy. Additionally, with Dixa’s queue structure, Nyhavn Rejser is now able to route all customers directly back to the advisor that was originally assisting. This saves customers from having to repeat themselves and enables advisors to cultivate a more personal relationship with customers, helping them convert more leads into sales. By giving travel advisors more context when assisting customers, Nyhavn Rejser is able to deliver a personalized experience and achieve more bookings.

Lower costs & increased efficiency

By consolidating their sales and support systems with Dixa, Nyhavn Rejser was able to keep internal and external costs related to processes, licenses, vendors etc. low and enabled employees to spend their time in a more productive manner by not having to switch between systems and manually do lookups.

Better insights across all channels

Nyhavn Rejser is now able to get a unified view of t heir team’s performance in real time and historically. With better analytics and more unified data, Nyhavn Rejser also has the ability to make quick, well-informed business decisions that helps them continually improve their customer experience and their overall operations as well as their team’s performance.

Shorter lead response time

One of the biggest benefits of using Dixa for Nyhavn Rejser is Dixa’s intelligent routing, which makes it possible to automatically distribute the most important leads first and have them answered by the most qualified travel advisors. This includes the ability to route leads based on the customer’s desired travel destination as well. With leads being automatically pushed to advisors, Nyhavn Rejser’s advisors are able to save a tremendous amount of time compared to their previous processes and respond to customers more than twice as fast. Nyhavn Rejser’s new workflow can also scale seamlessly without customers falling through the cracks and has increased their team’s productivity in addition to providing them with an efficient lead handling process.