Customer releationship managment system leads to better online service
Computing, 03 Oct 2007
Lastminute.com is implementing a customer relationship management (CRM) system across all its brands to support better customer service.
Following a successful deployment of software from RightNow Service at lastminute.com UK & France and Holiday Autos Ltd, the company is extending the system across its other brands including Travelocity, Holiday Autos Ltd and Med Hotels.
The software will be deployed across 12 sites using French, German, Spanish, Norwegian, Swedish, Danish and Italian.
Through the various websites, customers will be able to submit questions and search for information. And the firm's contact centre agents will have access to the same information as they handle enquiries.
The new system offers the technology to enable an excellent customer experience a reality, said lastminute.com sales and customer care contact support manager, Colin Campbell.
“By consistently providing excellent customer service, we should increase conversion rates, that is assisting customers to turn from ‘looking to booking,” said Campbell.
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