LesConcierges

Service beyond expectations.

  • Industry: Hospitality
  • Size: SMB (500-1000 employees)
  • Location: London, UK
  • Use case: Rapidly deploy a virtual contact center across multiple locations while saving IT resources and reducing infrastructure requirements

The Results

$1.2 mil.
100+

The Challenge

With operations in five continents and distributed in 89 cities, LesConcierges had apprehension about whether their existing on-premise contact center solution could meet global requirements and provide the necessary features to accommodate the unique needs of their customers—all while being cost efficient and supporting their rapid growth.

The Solution

LesConcierges successfully achieved amazing speed to market without compromise on quality for new client contracts— deploying over one hundred toll-free applica-tions in the United States within the first month, and on-boarding more than 100 new agents and 227 international toll-free numbers across two offices in 15 days.

Benefits Realized

Reduction in customer service costs

LesConcierges estimates their cost savings compared to an on-premise solution was around $1.2 million in the first year. 

Reduction in time to scale

With Serenova, LesConcierges on-boarded more than 100 new agents and 227 international toll-free numbers across two offices in 15 days.

Improved customer interactions

Serenova’s platform allows LesConcierges agents instant visibility into customer information, automatic case recognition, and full activity history, regardless of what channel the customer uses for their interaction.

Streamlined operations

LesConcierges’ contact center operation was significantly enhanced with the elimination of systems integration and maintenance.

For LesConcierges, having a multichannel cloud contact center solution that is truly global is essential to providing seamless service to our VIP clients.

– Matt Clemenson, Chief Technology Officer @ LesConcierges