Business Situation

Our client called upon us to driver service excellent with their hotel estate by delivering their first stage of strategy.

slicedbread worked closely with key individuals from the company’s customer services and IT teams to undertake a rapid requirements gathering, and identified a key priority to deliver a solution supporting the complaints management process.

Technical Situation

slicedbread worked closely with the key individuals from the company’s customer services and IT teams to undertake a rapid requirements gathering and identified a key priority to deliver a solution to support the complaints management process.

The Solution

Within 6 weeks, slicedbread delivered a production solution on Dynamics CRM which managed the full lifecycle of complaints in a consistent and timely manner. This enabled our client to further assess the performance of individual hotels and drive incentives on service.

Customers submit complaints over a variety of channels, website, twitter and facebook. Workflows behind the scenes will track SLAs and automatically escalate priority or overdue cases. Additionally, dialogs will assist customer service staff in standardising business processes. Certain triggers will initiate follow up activities and in addition to the extensive reporting capabilities of Dynamics CRM.