HotelBeds Selects Vonage to Help Tackle the Pandemic
Customer Company Size
Large Corporate
Country
- Worldwide
Product
- Vonage Contact Center
Tech Stack
- Salesforce
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Remote Collaboration
- Remote Control
Services
- Cloud Planning, Design & Implementation Services
About The Customer
HotelBeds is the world’s leading bed bank, with more than 180,000 hotels and a network of B2B travel buyers, including tour operators, travel agents, and airline websites. The company operates on a global scale, serving customers in various regions around the world. In 2020, the company faced the widespread implications of a global health crisis and its impact on the travel industry. The company needed to navigate these challenges while continuing to provide high-quality services to its customers.
The Challenge
During the COVID-19 pandemic, HotelBeds faced the challenge of transitioning to a remote working environment for their contact center and other personnel. This required an upgrade and migration of its telephony infrastructure to a single platform that integrated seamlessly with Salesforce. The company also had to adapt to new ways of conducting business, with many face-to-face visits being replaced by calls. Additionally, the nature of the calls was changing, with sales people now taking inbound calls from customers, which was not typically the case.
The Solution
HotelBeds chose to implement the Vonage Contact Center solution to help them transition to a remote working environment. The Vonage-based contact center operates on a single platform and offers a more robust caller experience. With full integration of the HotelBeds CRM, agents can immediately view client details when receiving a call. The solution also provides rich customer data, which is highly valuable for the company. The CRM platform is a cornerstone in the organization, and Vonage was the perfect fit for their needs.
Operational Impact
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