Berg-Hansen

Treating every customer like a VIP

Berg-Hansen delivers amazing experiences to business and pleasure travellers. However, siloed communication systems made it impossible to offload traffic between sites during peak periods. In addition, the company wanted a solution that would improve contact centre management and empower agents to give customers a more personalised service.

The Genesys™ PureConnect™ platform fast-tracked the transformation, connecting 24 contact centres and saving money by routing calls over the company’s wide area network. Now, more than 200 agents share information and manage the customer experience via inbound, callback, email and web chat. Linking the PureConnect platform with their booking system helps Berg-Hansen anticipate the needs of every customer and make each customer feel known.

Better insights and reporting tools simplified vital everyday tasks like resource planning and scheduling. And agents have the option to work from home, enabling the company to scale-up resources within minutes.

Benefits

  • Simplified integrations
  • Increased operational flexibility
  • Savings on infrastructure and phone costs
  • 3-minute reduction in average handle time
  • 90% or higher first call resolution
  • 5 out of 6 rating on customer satisfaction scores

Challenges

  • Consolidate contact centre infrastructure
  • Eliminate siloed communication channels
  • Improve contact centre operations while reducing costs
  • Give customers a more personalised experience

Of our customers, 70% now self-serve, and those that don’t enjoy shorter queues.

Jan Bråthen, Head of IT Operations, Berg-Hansen

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