Even if the client's journey starts on the Internet, in 80 percent of cases it will finalize with a salesperson. Thanks to this project, we have put the human element back at the heart of the sales process, and our salespeople are now able to develop their expertise and play a real role as personal advisors to our clients.

Vincent Giraud, Director of E-Commerce and Omnichannel, Club Med

Business challenge

To enhance the booking experience, how could Club Med help its contact center teams understand unique customer needs and preferences gathered from interactions across multiple channels?

Transformation

Club Med worked with IBM to deploy Microsoft Dynamics CRM—offering its contact center teams 360-degree customer insights and helping them to delight customers with tailored vacation recommendations.

Solution category

  • Services