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Team Talks with Tourism Holdings Limited

How Vodafone Connect helped Tourism Holdings Ltd come out of a crisis stronger than ever

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Camper Vans Camper Vans

Challenge
With a fire destroying their premises, THL needed a quick-turnaround solution to get their call centre business back up and running.

Solution
Vodafone Connect replaced their legacy telephony system with a cloud-based solution, providing increased visibility, smart automation and a more efficient distribution of enquiries.

Results
A seamless customer service experience, the ability to work anywhere and major cost savings.

Benefits of Vodafone Connect, powered by AWS

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Fast implementation
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Increased visibility
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Future ready
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Omni-channel features
Mark Taylor,
GM Information Technology
Tourism Holdings Limited Image of Mark Taylor - Tourism Holdings Limited

Rebuilding a much smarter team at Tourism Holdings Limited

“It was 6:30am when I heard about the blazing fire that burnt down our Mangere rentals site. We lost our entire call centre and physical server, which were vital for the operation of our three campervan rental companies operating from this site. So we knew we needed to act fast to limit the severe impact this could have on our business."

With prior plans to upgrade to Vodafone Connect’s cloud-based solution, now was the time to make it happen. We reached out to Vodafone that same morning and within two weeks our wider team were all trained and we were live - not just here in Auckland, but our Australian call centre and tourism operations at the Waitomo Glowworm Caves too.

What made us choose Vodafone Connect was its ability to be embedded directly into one of our biggest systems, which looks after all the bookings, pricing and scheduling, alongside its fantastic reporting and super-efficient enquiries distribution.

Once we complete the integration with our booking system, we’ll have the ability to recognise a customer number, which will instantly identify their customer information along with their vehicle location using our telematics devices.

Our contact centre team also speak a multitude of languages, so once international tourists return, we’ll also be looking to take advantage of the skills-based routing feature for an enhanced customer experience.

Thanks to Vodafone’s speed of delivery and responsiveness, they were able to exceed our expectations. Their experienced team’s focus and dedication to deploy a flexible, omni-channel solution so quickly has actually allowed us to thrive, rather than just survive. What’s more, we’re now living up to our tagline for customer service too – “delivering amazing experiences.”

We continue to deliver to our tagline further afield in the USA, with another speedy and seamless deployment in our call centre based in Los Angeles. The team were very happy with the move to this cloud-based solution.

People working at a call center People working at a call center

“The time frame of having Vodafone Connect up and

running is probably going to go down in history as one of the

fastest implementations”.

Mark Taylor,

GM Information Technology

Tourism Holdings Limited

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