“When we looked at our existing suppliers, side-by-side, Elite Group stood out as the provider who looked after our needs the best. Elite Group were always available to speak with when we contacted them, ready to offer advice, and we had access to a dedicated account manager who ensured our needs were always being met. It made sense that we would look to shift all communications to them.”
Client Overview
Founded in 2004, On the Beach has grown to become one of the UK’s leading online retailers of beach holidays. Offering a wide range of destinations, the company helps over 1.8 million customers book their perfect beach holiday each year. With a strong focus on innovation and technology, On the Beach continually evolves its platform to enhance the customer experience, drive business growth, and disrupt the traditional beach holiday retail market.
The Challenge
On the Beach faced operational challenges during peak travel periods, impacting both customer experience and service efficiency.
- Seasonal demand created increased pressure during two key peak periods each year.
- High call volumes led to longer customer wait times and difficulties meeting SLAs.
- On the Beach approached our team to explore solutions that could address these challenges.
- We provided a free, no-obligation consultancy to review their existing setup and recommend improvements.
- The business also wanted enhanced payment functionality, which their legacy solution could not support.
The proposed solution focused on improving customer experience, reducing wait times, and supporting future business growth.
Our Solution
We worked with On the Beach to implement solutions that improved efficiency and enhanced the customer experience.
- AI technology was introduced to automate selected customer interactions and reduce pressure on contact centre agents.
- Automation helped free up agents to focus on more complex customer queries.
- We identified an opportunity to reduce agent-handled interactions by 10% through AI-driven processes.
- Working alongside Content Guru and the On the Beach development team, we also introduced enhanced IVR payment functionality.
- Customers were able to make part-payments through the IVR system, rather than only full payments.
The solution helped improve operational efficiency, reduce pressure on teams, and create a more flexible customer experience.
On The Beach Case Study Highlights
24/7 Support
Alfa Travel had access to 24/7 support by our expert Managed Services team.
Reduced Risk
Alfa Travel de-risked its business as Cloud Connect mitigates the risk of storing all its data at a single point.
High Speeds
Our MPLS network offers incredibly high-speeds and better performance.
Peace of Mind
Customers are always able to connect with Alfa Travel, as they have a reliable communications line thanks to our MPLS service.
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