Hospitality & Travel industry leader AccorHotels leverages Intradiem’s real-time automation platform to promote customer service wins.
AccorHotels has developed an employee engagement program that leverages Intradiem Automation to recognize team members. Known internally as the #OwnIt initiative, the program rewards booking agents for going above and beyond to serve hotel guests in a way that promotes their brand promise and a luxury experience. It’s one of many creative ways they leverage Intradiem to satisfy the needs of today’s dynamic workforce, exceed customer expectations in a competitive market, and take cost out of the business.
When an agent takes the time to learn a guest’s situation and interests, they can share notes with on-site hotel staff to personalize their stay. Kristi, an agent in Moncton, owned the customer experience for a woman planning a trip to San Francisco. While booking her reservation, Kristi learned the trip would mark an emotional milestone for the guest and her family. The trip’s purpose was to complete their son Gunner’s last chemo treatment. Kristi made sure to note these details in the reservation, including that 6-year-old Gunner was a huge fan of superheroes.
Because of Kristi’s interest in the guest’s story and attention to detail in passing the information along, the hospitality team in San Francisco was able to personalize their stay to make it extra special for the boy. Gunner and his family were greeted by a group of hotel staff dressed up as superheroes when they arrived to check in, and even found comic books in their room.
Each month, an AccorHotels team member is recognized for going above and beyond to #OwnIt. Using real-time automation, the employee’s picture and a short description of their story is shared with all agents. In similar examples to Gunner’s, guests have been welcomed with surprises such as a room decked out with pink, Pinterest-ready frills for a sweet 16 trip, or a life-size Matthew McConaughey cutout for the actor’s biggest fan.
With a majority of home-based agents, the organization drives engagement by delivering on-screen communications that celebrate these heartwarming stories and applaud those who go the extra mile. One of their favorite ways to send updates or thank agents for a job well done is with video clips they easily capture on their smartphones.
Overall, automation has returned significant cost reduction and agent satisfaction benefits for the business. In a recent survey, ninety percent of agents agreed that Intradiem helps them do their job better. In 2017, the organization was recognized with the Workforce Management Best Practices Award by the New Brunswick Contact Center Association (ContactNB). They plan to continue adding more automation use cases and finding new ways to improve the employee and customer experience and their bottom line.
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This story is part of Intradiem’s Share the Love campaign, a collection of customer stories showcasing ways that real-time automation is engaging call center employees, their customers, and their communities.