Travel & Transport Solutions
World Class Customer Service powered by Continuum™
Office Contact Numbers
TEL: +44 (0) 1932 250000FAX: +44 (0) 1932 250001
Email: enquiries@charter-uk.com
Customer Relationship Management Solutions for Travel & Transport
In a market place, where consumers have a wider travel choice, organisations are reviewing how they can create competitive advantage by building higher levels of customer loyalty to their brand.
Challenges to a typical travel company:- Compliance with ABTA 28 day response regulation (at a charge of £200 per unresolved complaints this could represent considerable cost to the industry if strictly enforced by ABTA).
- Reduction of complaints ‘comeback’ ratio
- Customers expectations are rising (higher service levels, lower costs)
- Media exposure (‘easy targets’ for consumers to publicise issues / complaints)
Some of the major business benefits achieved from using a Charter solution have been:
- Complaints ratio reduced by 7%
- Speed of average response to customer complaints improved by 200%
- Comeback ratio reduced by 13%
- Increased voucher usage by 30% (net benefit of £100k)
- Decrease in compensation paid per passenger by 25%
- Compensation reclaims to 3rd parties increased by 40%
- Reduction in staff turnover of 60%
“We looked at a number of options and Charter came through as really the best value in terms of the price structure and the functionality it offered us.”
“The Charter system has given us quite a large return on investment, in a number of ways. I think probably the most fundamental change has been on the productivity of our staff, we have a much more efficient workflow throughout the office and we’ve been able to improve the speed of response to our customers as a result of that. We’ve also been able to improve, quite dramatically, the level of compensation that we’ve been able to reclaim from third party suppliers; it’s enabled us to manage that much more efficiently and we actually improved our reclaims by almost 40% in the first year of Operating with Charter.”
Kaye Robertson,
Head of Customer Services
First Choice Group
