The Fattal Hotel chain is an international hospitality organization with 167 hotels in 17 countries under its management. These hotels are distributed across major touristic areas In Europe - Germany, UK (including England, Scotland, Wales and Northern Ireland), Spain, Belgium, Ireland, Italy, Cyprus, Czech Republic, Netherlands, Switzerland, Poland, Hungary & Austria and in Israel.
Fattal Service channel is divided into 2 main departments. The first division – A direct sales channel, responsible for direct sales for the private sector, offline support in travel agents call center, Enterprise call center, and VIP call center for Fattal club members. The second – Hotel agents, responsible for reception, and groups account agents.
With KMS Lighthouse software,
Fattal’s call center agents can
provide high quality service
personalized for every customer
Fattal made a strategic decision to improve its customer experience and opted to provide knowledge management capabilities to its call center agents. Fattal requested a Knowledge Management (KM) platform that would provide seamless access to accurate information during agent-customer interactions and enable agents to locate the right information about a vacation according the target audience. Fattal also needed a system to manage information in a way that enables fast retrieval of the most relevant data and create step-by-step directions to new agents. At companies like Fattal, sharing knowledge of prices, rates, regulations, processes, and other related information is a great challenge. Providing this data consistently and accurately to customers makes the challenge greater.
Fattal implemented Lighthouse software to provides streamlined data management and retrieval to its hospitality agents. In addition, KMS Lighthouse cut agent training by 50%, reduced call duration, and average holding times. Through Lighthouse software, Fattal’s call center agents can provide high quality service personalized for every customer. After implementing Lighthouse, the followings were achieved:
• Rise in customer satisfaction and overall better customer experience
• Reduced total call duration and average holding times
• Reduced training curve for new agents on procedures, regulations, rates, products, etc.
• Reduced interactions in which inaccurate information had been provided to consumers.