Cleartrip, an online travel company that provides comprehensive travel experiences throughout India and the Persian Gulf region, uses the tagline “Making Travel Simple.” As a one-stop shop for their customers’ travel needs, Cleartrip sought a similar DNA for their telecom requirements—an all-in-one platform that simplifies the customer experience. 

Cleartrip replaced their legacy, multi-system approach in favor of a unified voice infrastructure from Genesys, establishing the company as the preferred customer service center for the online travel space in India.

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Benefits

  • 80% handling of eligible cancellations through self-service
  • 70% customer recognition rate with self-service
  • 21% increase in Service CSAT within eight months of implementing Genesys
  • More than 98% of callers are transferred to the right agent the first time
  • <1% abandoned call rate
  • Sales CSAT increased from 81% to 89% within two months

“The best thing about Genesys is that we’re not dealing with proprietary technology, so there are no limits to what we can do. Whatever we can dream up, we’re confident that Genesys will support it.”

Nikhil Godbole
Head of Customer Service
Cleartrip

Challenges

  • Create unified platform across all call centers
  • Use self-service options to deliver seamless customer experience
  • Proactively identify and know customers
  • Gain real-time visibility into reporting
  • Monitor call volumes and service levels in real time
  • Improve call recording and quality management