Case Study: an online travel services client boosts customer satisfaction with Concentrix Catalyst's glossary system and auto-highlighting

a online travel services client reduces business errors by 32% with Concentrix Catalyst

The Online Travel Services Client, an online travel agency, faced significant challenges in handling complex customer inquiries due to manually navigating scattered knowledge documents. This led to inconsistent replies, a rise in customer critical errors, and business critical errors from incomplete CRM updates, which hurt their quality KPIs. The vendor, Concentrix Catalyst, addressed this by streamlining their processes.

Concentrix Catalyst implemented an Intelligent Glossary system and an Auto Highlighter integration embedded in the client's CRM. This solution resulted in a 13% improvement on OTC, an 11% reduction in average handle time (AHT), and a dramatic 32% reduction in business errors. The vendor's tools delivered measurable gains in speed, accuracy, and overall customer experience.