Sykes Cottages boosting customer experience and achieving reduction in cost
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Challenge
Sykes Cottages faced significant challenges in scaling their customer service operations, especially during peak holiday seasons. The surge in inquiries often led to longer response times and heightened pressure on agents. Their existing communication systems were disjointed and outdated, resulting in inefficiencies such as duplicated efforts and delayed responses.
“Our previous systems just couldn’t keep up with the volume and complexity of customer queries,” said Luke Squires, Customer and Owner Experience Director at Sykes Cottages. The lack of actionable insights further impeded their ability to implement meaningful improvements, while scalability constraints limited their growth potential.
Solution
Sykes Cottages partnered with Zing to harness the power of Twilio, addressing their specific needs and future vision. Zing conducted a comprehensive assessment of the existing infrastructure, identifying key areas for improvement.
By leveraging Twilio’s cutting-edge APIs, Zing implemented an omnichannel communication platform that integrated voice, SMS, and email channels into a unified system. This enabled customers to choose their preferred communication methods, ensuring a consistent and accessible experience across all touchpoints.
"Having access to real-time data was a game-changer. In having everything all in one area, we can now be better informed in our decision making. We can see exactly where improvements were needed and act on them immediately."
How can this challenge be resolved?
To manage overwhelming call volumes, Zing introduced an intelligent call routing system powered by Twilio Flex. This system uses advanced algorithms to direct inquiries to the appropriate teams, significantly reducing wait times and improving resolution efficiency. Zing also implemented real-time analytics dashboards, providing Sykes Cottages with unprecedented visibility into customer interactions. These dashboards allow managers to monitor key performance metrics, identify trends, and make data-driven decisions to optimize operations continually.
How the customer came to Twilio for support?
Agents were empowered with a unified platform offering instant access to relevant customer information, such as past interactions and booking details. This streamlined workflow enabled agents to deliver more personalized support and effectively handle queries.
Comprehensive training sessions were conducted to ensure staff could fully utilize the new system and adapt to updated processes. The solution was designed to be highly scalable, ensuring it could grow alongside Sykes Cottages as they expanded operations.
Customer Results and ROI
The collaboration between Zing and Twilio brought transformative results for Sykes Cottages' customer service:
A 38% reduction in cost per contact
Enhanced average response times
Improved customer accessibility with a channel switch to asynchronous. Now 80% vs 20% voice.
IVR dropout rates decreased from 26% to 12%
“We saw a dramatic improvement in our accessibility, which was immediately noticed and appreciated by our customers,” shared Luke. Customer satisfaction scores increased markedly, reflecting the positive impact of faster and more personalized interactions.
The scalable solution ensured readiness to accommodate increased demand during busy periods, providing a reliable framework for future growth. Additionally, real-time analytics offered actionable insights, empowering Sykes Cottages to continuously refine their service delivery
"The collaboration with Zing and the implementation of Twilio not only addressed our immediate challenges but also positioned us for long-term success, It’s been a game-changer for us in so many ways."
