Sabio helps manage holiday industry customer demands when ‘call volumes went vertical’ during pandemic

How Sabio transformed a company’s call handling, using Gamma, to transition their customer queues into the cloud.

The Challenge

When the initial 2020 UK pandemic travel restrictions were first lifted, a holiday rentals firm was faced with exceptional levels of customer demand – with contact levels increasing 10x as people moved quickly to book staycation family breaks. This placed an intense pressure on customer service infrastructure, with a sharp demand spike that overwhelmed multiple phone lines.

The Solution

With customers increasingly frustrated and often unable to get through to contact centres, the company engaged its contact centre technology partner Sabio to help resolve the issue. The Sabio team moved quickly to deploy an Inbound solution that would initially queue customer calls within the network – easing pressure on call handling during busy periods.

The Results

Deploying Sabio’s Inbound Contact Pro solution has enabled the company to:

• Move its inbound calls into the cloud and improve the customer experience
• Enable self-service option from the Inbound call queue for features such as payment
• Take advantage of Inbound’s easy-to-use portal to reduce phone numbers from 14,000 down to 2,000