Microsoft CRM is being rolled out throughout the entire Kuoni group, step by step, with the Nordic region being the first. LINK’s SMS services are integrated with Microsoft CRM so that communication with travelers, previously dealt with over the phone by tour guides, is replaced by SMS dialogue.
Prior to departure, the traveler receives information that Apollo offers the customer an efficient SMS service for information and questions in situ. Each country has its own number for higher recognition factor. LINK’s platform deals with all incoming and outgoing messages exchanged between the traveler and customer services.
Advantages and opportunities
- Automatic outgoing SMS from Kuoni’s CRM system with e.g. flight information via LINK’s platform
- 24/7 service for questions from customers, which are dealt with by central multilingual customer service providers. This raises the level of service for travelers who will obtain immediate assistance.
- For Kuoni, this leads to savings and the responsibility for the travelers is taken both centrally and locally. Everything is undertaken directly by Kuoni’s own tools for smooth handling.