G-8 Special Traveling Services found the competitive edge they needed in Ericsson's contact center solution Solidus eCare™.
Osmar Malavasi, Director of G-8
To compete in a market dominated by corporate giants, eight small travel agencies created a joint customer service center. Called G-8 Special Traveling Services, it required an advanced contact center solution capable of recognizing and servicing each agency's customers. G-8 chose Ericsson's contact center solution, Solidus eCare™, and has since been able to offer customer service that exceeds that of their competitors.
The challenge
Asturias, Class Tour, Copastur, Costa Brava, Jet Stream, Nikkey Travel, Sobratur and World Stream are all Brazilian travel agencies dedicated to servicing business travelers. However, only a few years ago, like most small agencies, they were losing customers to the large travel conglomerates that dominated their local market.
Set on succeeding despite the odds, these eight agencies decided to pool their resources and set up a joint contact center: G-8 Special Traveling Services. The aim was to preserve the business cultures of each of the individual agencies, while creating a more cost-effective way of handling customer service. That required a truly flexible system that could identify customers and route them to the correct service representatives - in addition to being compatible with each agency's legacy systems.
The solution
G-8 searched the market for contact center solutions, and found Ericsson's Solidus eCare™ via Damovo do Brazil. In combination with Ericsson's MD110 Communication System, OneBox Unified Messaging and D.N.A. application, it could be customized for the travel industry - and G-8's specific needs.
Seamlessly integrated with G-8's legacy systems, Solidus eCare provides service via regular phone lines and faxes, or Web-based applications like chat, email, IP telephony and call-back. The solution also offers advanced features like skill-based routing and interactive voice response, for personal customer care.
The rewards
According to Amauri Pinto Caldeira, G-8's Marketing Director, the personalized services that Solidus eCare™ enables have helped to build efficiency, customer loyalty, and revenues for the individual agencies. The management system also generates daily reports that help improve productivity.
Best of all, G-8's sales agents and supervisors have found it simple to understand and use Solidus eCare™. And the agencies' customers have learned that they can contact G-8 at any time, 24 hours a day, and 365 days a year - something that's giving G-8 a real edge over their bigger competitors.
