Preston Palace, an all-inclusive family resort, faced the challenge of meeting the growing demand for fast and personalized communication. This was complicated by the use of fragmented channels such as email, Facebook, Instagram, and an external chat tool, leading to inefficiencies and an inconsistent customer experience. Additionally, they aimed to merge their reservations and customer service processes to work more flexibly and make staff more versatile.
With the Engagement Platform from CM.com, they found the solution. Now, they can communicate across all these channels from one central platform, even integrating voice. This has resulted in a streamlined process where questions are answered faster, reservations run more smoothly, and guests enjoy a consistent experience.
The Engagement Platform has significantly improved and streamlined the team's work, making it more enjoyable. Employees no longer need to switch between multiple systems, saving time and reducing workload. With the Mobile Service Cloud, they receive AI-generated response suggestions and have instant access to previous interactions, enabling faster and more consistent replies.
A key improvement is the integration of WhatsApp as a communication channel. This was a smart choice, as 26% of guests use this channel to get in touch. WhatsApp not only provides a quick and accessible way to ask questions but also ensures professional and consistent interactions. Automation, such as smart replies to frequently asked questions, eases the team's workload while maintaining high-quality communication with guests. As one employee put it: "It’s so much easier to have everything in one place without constantly switching between systems."
Preston Palace understands that technology is only successful when the team fully embraces it. That’s why they opted for a step-by-step implementation, ensuring employees were guided and supported throughout the process. A great example of this is the test implementation of Native Voice. The enthusiasm among employees was so high that, instead of the planned one-hour trial, they immediately asked to use it for the entire day. This excitement highlights how user-friendly and impactful the tools are. Even after implementation, Preston Palace continues to invest in training and support to maintain quality and make the most of the tools.
To meet the expectations of their guests, scaling up is essential for Preston Palace. With CM.com's tools, they can achieve this without compromising on quality. The integration of channels like WhatsApp and the chatbot makes it easier for guests to get in touch, while the team works more efficiently.
Additionally, the platform's reporting and insights help the team continuously optimize processes. Even during busy periods with increased contact moments, they’ve managed to achieve a lower first response time. This allows them to handle more without needing additional staff, all while further enhancing the guest experience.
The collaboration with CM.com truly feels like a partnership. They think along with us, provide valuable insights, and help us achieve our goals.
Ryan Dingjan, Projectcoördinator & Revenue Manager
Thanks to the step-by-step approach and guidance from Ryan and her team, the tooling is being utilized to its full potential. It’s also amazing to see how quickly they’re achieving fantastic results and are even about to start using HALO.
Mariska Visser, Customer Success Manager
The collaboration with CM.com goes beyond the implementation of the Engagement Platform. Their input on contact channel strategy and valuable insights, such as repositioning the chatbot on the contact page, have made a positive impact on the customer experience. Preston Palace is now preparing to introduce HALO, taking the next step in enhancing their service. With CM.com's strategic support, they continue to innovate and grow.
Preston Palace proves that technology only truly works when implemented with the right care and when the team is actively involved in the process. Through their collaboration with CM.com, they have not only optimized their processes but also built a solid foundation for future growth. An inspiring example of how technology and a human-centered approach go hand in hand.
Preston Palace uses Mobile Service Cloud to communicate with their customers across all channels from one central platform—ranging from phone and live chat to social media and WhatsApp.
Preston Palace uses WhatsApp through the Mobile Service Cloud, improving accessibility for guests while managing all communication centrally.
Native Voice is used to easily call guests and integrate these interactions into the Mobile Service Cloud.
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