On the Beach Case Study

Travel | CCaaS | AI

On The Beach case study features

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 more than 40%, 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.


On the Beach Case Study Highlights


Agent Efficiency

Automated simple interactions with AI to free up human agents for complex queries.


Streamlined Communications

Enhanced traffic distribution reduced pressure during seasonal peak times.


Intelligent IVR

Ability to handle customer's part-payments within the IVR system.


Improved CX

Efficient call handling prevented customers from waiting in long queues.

The project management from Elite Group has been flawless and, additionally, engagement with all members of the team is prompt and informative.

Carl Jones | IT Service Manager | On the Beach