industry: travel royal caribbean embarks on journey to ...€¦ · “smartaction has helped us...

Industry: TravelCompany: Royal Caribbean Cruises Ltd.Application: Payments, Bookings/Invoices,Rewards, SurveysDeployment: Avg. 3.5 Months

Royal Caribbean Embarks on Journeyto Transform Customer Experience

Royal Caribbean Cruises Ltd. (RCCL) is the second largest cruise line in the world, with nearly 50 ships and 490 global destinations. RCCL was in search of a way to differentiate the customer experience for their five million yearly guests, while maximizing efficiency in the contact center. Like many popular travel services, long hold times led to lengthy calls and inefficient processes for agents.

RCCL was excited by SmartAction’s Agile implementation methods and chose to embark on a journey to prepare for the future of customer service using IVA®. Starting small with a Payments solution, RCCL has since expanded to four applications that have helped cut customer effort nearly in half and streamlined the handoff between automation and agents. IVA®’s conversational design engages callers, leading to better containment than would be possible with an inferior solution.

Business Challenge

Solution

Success by the Numbers

“SmartAction has helped us solve the problems we were tasked with: improve

efficiency and enhance the customer experience.”

-Cristy Mestre Quintero Director of Operations, Trade Support & Service

Automating Calls. Intelligently.

Payments

• B2B & B2C enabled

• Saves ~20,000 agent minutes/month

Bookings/Invoices

• Uses booking number to auto-send an email invoice

• 7-week implementation time

Rewards

• Loyalty Program details

• Delivers caller specific offers

Surveys

• Follow-up customer service survey

• 54% finish rates mark drastic improvement (vs. using email)