NewVoiceMedia, the global provider of omni-channel cloud customer contact technology, has announced that Secret Escapes, the UK luxury travel deals expert, is using its ContactWorld solution to transform its sales operations, increase conversion rates and improve business efficiencies.
Secret Escapes selected NewVoiceMedia's ContactWorld for Sales solution because of its seamless integration with the Salesforce1 Platform and unique global offering with local cloud infrastructure, scalability and detailed reporting, in order to offer a consistent, personalised customer experience and improve efficiencies in outbound calling operations. The technology offers the company a single solution for insight into its entire business, replacing a combination of on-premise software and mobile phones across its satellite regions.
Currently used by the company's business sales teams based in the USA, UK and throughout Europe, ContactWorld enables reps to easily contact handpicked hotels directly to discuss potential deals. With 'click-to-dial', staff can make calls directly from within their Salesforce environments – delivering significant efficiency improvements while reducing dialling errors. Customer records are then automatically updated, meaning there is a complete history of interactions. Follow-up activities can then be easily created so that no lead is lost. This provides one view of the customer across all departments, while call recording gives a meaningful insight into performance. With a true cloud environment, NewVoiceMedia also offers Secret Escapes a flexible platform for growth and reduced capital investments.
Furthermore, staff can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations. The platform offers a real-time window into the entire operation, so reps can be easily managed, and customisable, rich reports allow the company to expose where improvement opportunities exist.
Dan Cohen, Product Director at Secret Escapes, comments, "We are pleased to be live with ContactWorld following a fast deployment and are already seeing the benefits of a single solution which gives us detailed insight into our entire business for the first time. NewVoiceMedia is committed to innovation in customer contact technology and we believe that this partnership will greatly benefit our customers, prospects and business development team, as we're able to ensure consistent delivery of excellent service and sales performance on a global scale. The technology has also enabled us to reduce costs and will help us to grow our revenue as we continue our international expansion in 2015".
Jonathan Gale, CEO of NewVoiceMedia, adds, "We are delighted that Secret Escapes has chosen ContactWorld to help transform its sales operation and increase conversion rates. Our integration capabilities and scalable true cloud technology will support the business's vision for sales and marketing success as it continues to grow, and we're confident that its staff, customers and prospects, will all recognise significant benefits from the solution".
Secret Escapes is a free-to-join members' website and app, which runs 'best-in-market' flash sales of four and five-star hotels and holidays worldwide. The hotels and holidays are hand-picked by a team of travel experts and include everything from country house hotels and city breaks to luxury European getaways and long-haul holidays, with travel included.
Launched in February 2010, the company works with its leading hotel, tour operator and travel agent partners to negotiate exclusive rates for over ten million members globally in the UK, Sweden, Germany, Switzerland, Poland, Denmark, Norway and the USA.