Tourico Holidays, a global leader in wholesale travel brokerage, today announced that it has strengthened its customer service through the implementation of a new customer relationship management platform that centralizes client data for quicker and more efficient customer support. Additionally, a new call routing and monitoring system also allows call center representatives to be more readily available over the phone.

The new CRM platform, Zendesk, aggregates all of Tourico's client conversations from various departments into one centralized system.  The technology also provides Tourico's global team of 100 dedicated customer service employees with access to time-saving tools like ticket views, triggers, and automations – enabling them to have more meaningful customer exchanges. 

“This is our 20th year in business, and more than ever we are focused on helping our clients' succeed – these advancements are the results of this 'partner first' thinking,” We manage 11,000 new bookings a day, so this new technology was key to align with our clients and accurately assess where we can improve.” Said Stephen Skidgel, Executive Vice President of Operations for Tourico Holidays.  “Performance metrics are reviewed daily and internal issues are addressed immediately, ensuring each and every customer receives the quality and timely support they deserve.”

Early results from the enhanced CRM effort have been extremely positive as Tourico has reduced response and closure times by over 250% - from an average of 84 hours to 20 hours.  Additionally, it has improved efficiency by 600% - converting a daily average of over 4,000 individual emails into 600 standardized tickets.  The upgraded voice support has also improved Tourico's average speed of answer to 13 seconds.