Case Study: Time Share Personalises Customer Experience

Grand Pacific Resort Management is adopting ContactWorld for Service.

The company manages timeshare resorts in California, Hawaii, and Canada as well as ResorTime, a condominium rental company offering nightly stays at more than 1,000 resorts worldwide.

The solution

To scale with its growth, the company recognised the need for a centralised communication solution to manage direct contact across multiple channels.

The timeshare management company is adopting ContactWorld for Service to offer a more personalised customer experience for its owners, guests and partners across all communication channels.

With ContactWorld’s integration with Salesforce, the company will expedite inquiries and track every customer experience to ensure a premier level of service is delivered every time.

The benefits

The system will immediately route incoming calls and emails to the most appropriate agent through the Salesforce desktop and eliminate the need for manual dialling or data entry, so agents can focus on delivering a differentiated customer service experience.

“It is essential for us to provide the highest quality of service to our timeshare owners, customers, and partners across multiple communication channels,” said Jeff Farr, Vice President Revenue Strategy & Technology at Grand Pacific Resort Management. “We will accomplish this by connecting all our customer support centre solutions to create a seamless system that can proactively address the owners’ and members’ needs with ease.”

“Great customer service provides a critical competitive edge to companies in this day and age, and we are thrilled to help an organisation like Grand Pacific Resort Management achieve that status,” said Jonathan Gale, CEO of NewVoiceMedia.

For more information about NewVoiceMedia, visit their website.