CX and Content Delivery for a Future Done Right at Bonotel

For over 25 years, Bonotel has curated a premier collection of luxury hotels worldwide. The company serves major markets across Europe, Latin America, Asia, India, Mexico, and the Middle East. Renowned for its high standards and diverse services, Bonotel Exclusive Travel offers a comprehensive travel experience, including show reservations, golf tee times, limo transfers, and theme park tickets.

The Challenge

Bonotel encountered several challenges, including rising employment costs as the company expanded. Additionally, they faced losses within their contracting team and struggled to meet customer satisfaction (CSAT) targets. Compounding these issues was the difficulty in finding skilled team members locally to address their growing needs.

Services Delivered

To overcome the challenges and continue delivering exceptional service, we implemented several strategies. First, we scaled the team to meet capacity and be ready for growing demand. We also introduced a quality control checkpoint and additional training as part of our quality strategy to maintain high standards. Additionally, we streamlined communication and introduced automation to improve KPI management, enhancing overall efficiency.

The Solution

Our work with Bonotel significantly improved their customer service operations by reducing average handling and resolution times, leading to faster response rates and enhanced customer satisfaction. We expanded their customer service and contract analyst teams to effectively manage increased demand, ensuring scalability for future growth.

Additionally, we implemented cost-saving measures, reducing staffing costs by 41% and operational losses by 63%. This strategic approach allowed Bonotel to reallocate resources, invest in innovation, and maintain a competitive edge while continuing to deliver exceptional experiences to its clients.

Actions Taken

The implementation of our strategies brought substantial improvements to Bonotel’s operations. We reduced the average handling time to under 2 minutes and expanded the team to over 50 customer service agents and contract analysts. These enhancements not only streamlined Bonotel’s operations but also positioned them for continued success and efficiency in a competitive market.