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Collinson Group Revamps Customer Experience Using Freshworks

Customer Experience (CX), Customer Service, Customer Engagement, Customer Experience Management (CEM), Customer Relationship Management (CRM), Customer Communication Management (CCM), Customer Data Platform (CDP), Customer Journey Mapping (CJM), Customer Journey, Loyalty Technology, Personalization Engines, Voice of Customer Platforms, Digital Transformation, Customer Experience News, CX News
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UK-based travel experiences and insurance company, Collinson Group has started leveraging the Freshdesk solution developed by a software company empowering the people who power business, Freshworks. Inc. Collinson group will make use of Freshdesk to react to the changes that happened in business and travel requirements due to the pandemic and rising customer enquiries.

Collinson used Freshdesk to assist handle the 50 percent increase in traffic and enquiries by integrating chatbot-first support and automation into customer conversations enhancing the customer experience (CX). To deal with the situation, the organization implemented over 120 automated procedures, including email triage and ticket type routing. To assist the worldwide operation in efficiently managing backlogs, help articles were prepared.

“The Freshdesk implementation has helped to consolidate our customer communications, while ensuring that omnichannel sits at the heart of our strategy. For the first time, we have a unified view of customer interactions in nearly real-time, meaning we can see trends emerging and work to mitigate issues quickly. It’s a win-win situation that’s more efficient for both the customer and us. “The project manager and technical subject matter expert from Freshworks’ onboarding team were very supportive of our changing needs. Thanks to their guidance, we were able to launch the first iteration of Freshdesk within just three weeks, which was just sensational,” stated, Sacha Puffett, Group Customer Service Director at Collinson Group.

Collinson was able to track customer interactions across various channels using Freshdesk and customer service agents were also able to view analytics such as contact resolution, the total time to service, and inquiry topic matter. They can also keep track of and reply to certain topics in messages in a proactive manner.

John Crossan, Vice President & General Manager of Europe at Freshworks, stated, “Our work with Collinson Group, supported by AWS, enabled its rapid transition during a tumultuous year for the travel industry. The flexibility Freshdesk provided significantly reduced the time taken for major operational pivots, from weeks to days. Freshworks’ omnichannel engagement solution helps agents quickly resolve customer enquiries at a stressful time for travelers, providing visibility to leading companies in the travel industry across channels such as chat, email, and voice through a single unified interface.”

Freshworks also assisted Collinson in pivoting its business methods in 2019 to achieve high levels of client service. Collinson Group outfitted customer support workers to work from home and transferred 120 phone lines to Amazon Connect, an easy-to-use, highly scalable, and cost-effective omnichannel cloud contact center solution, thanks to a partnership with Freshworks and Amazon Web Services (AWS).

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