Royal Caribbean Cruise Line’s Director of Operations, Trade Support & Service, Cristy Mestre Quintero, discusses why she chose to work with SmartAction. The highest rated cruise line in the world, Royal Caribbean needed to enhance its customer experience and increase business efficiency. With SmartAction, it was able to do both. Quintero highlights the positive experience she has had working with SmartAction, mentioning how we delivered on promises, made the transition easy, and did all the work, so Royal Caribbean didn’t have to. “I really trust the SmartAction team,” says Quintero, because SmartAction doesn’t simply provide a service to its clients, we create relationships. Click here for a more detailed case study about RCCL’s solutions.
Fidelity Communications VP. Of Customer Care, John Walburn, took a few minutes at Call Center Week 2016 to discuss why Fidelity chose to work with SmartAction and the positive impact it’s had on their business.
Fidelity started working with SmartAction to address issues with payments that their customers were facing. With the help of SmartAction Fidelity has been able to solve the issue at hand and in turn obtain great CSAT results. Watch the video to hear John discuss the working relationship with SmartAction and the results they’ve gotten since implementing the technology.
AAA’s VP of Operations and Technology, Joe McLaughlin, discusses the first time he heard SmartAction’s IVA® and the improvements he’s seen in his own business by implementing the technology. With a business model built on memberships and membership fees, AAA needed a solution that would allow them to manage more calls without increasing rates for their customers.
From the ease of implementation to successful call completions, McLaughlin says, “It’s increased our ability to handle more calls with less cost.”
John Wells, IT Infrastructure Manager at High Power Technical Services, discusses how working with SmartAction has provided not only a better customer experience, but has also improved the efficiency of their technicians in the field. As an incredibly busy company with a limited number of agents, High Power has been able to improve a multitude of metrics using IVA®, from completion rates to customer satisfaction.
“One of the campaigns saved us $1.6 million the very first year.”
Ray Hicken is the VP of Sales at Carrier Sales, a master agency working with several different providers in the contact center space. He discusses why SmartAction stands out as a strategic partner: providing a best-of-breed solution that can really change the experience for the customer, and dramatically reduce the amount of calls coming into the contact center.
“The product itself is incredible and provides a unique service to the contact center space.”
J&B Medical Supplies distributes medical and surgical products to patients, caregivers, health systems, clinics, and first responders. Watch as Sr. Customer Service Manager Barbara Serra describes the excellent working relationship and strategic thinking that SmartAction has brought to her customer service team.
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