On the Beach Case Study Overview
On the Beach was founded in 2004 and has grown to become one of the UK’s leading online retailers of beach holidays, sending 1.8 million holidaymakers to their ideal beach destination. To ensure a positive and efficient customer experience, On the Beach aims to meet SLAs, however increased demand during seasonal peak times, put strain on their customer service team. The majority of their calls concern payments and one of their USPs is customers having the ability to make partial payments for their booked holidays, in advance. However, their existing IVR system only allowed full payments.
We worked with on the beach to identify opportunities for AI-driven automation, in order to free-up human agents for more intricate queries. We successfully reduced agent-handled interactions by 10%, not with the intention of replacing human agents, but to enhance traffic distribution within the contact centre. This provided the customer service team with more time and resources. In partnership with Content Guru and On the Beach’s software development team, we also configured the solution to handle part-payments within the IVR, eliminating the previous restriction of full-payments only.