Case Study: Virgin Voyages improves service operations with Astound Digital's Salesforce Service Cloud

Virgin Voyages cuts service backlog 90% with Astound Commerce

Astound Commerce partnered with Virgin Voyages to overcome critical service challenges within their Salesforce Service Cloud operations. The company was struggling with missed SLAs, high case escalation rates, and agent "cherry-picking" of easy cases. These issues, combined with a highly customized and poorly documented system, hampered productivity and frustrated the delivery of a seamless luxury customer experience.

The solution implemented by Astound involved a strategic service overhaul that included segmenting the customer base to define clear SLAs. They introduced Salesforce Omni-Channel queue-based routing to automate case assignments and integrated Live Agent with non-real-time cases. This allowed agents to work on backlogged cases during chat downtime within a unified environment. As a result, Astound helped Virgin Voyages improve its case abandonment rate by 78%, reduce its weekly backlog of unassigned cases by 90%, and cut untouched cases from a peak of 500 down to just 50 per week.

Virgin Voyages