Case Study: Fattal achieves faster, more personalized customer service with KMS Lighthouse

Fattal International Hotels and Resorts streamlines data management and retrieval while providing top quality, personalized and hospitable service with Lighthouse implementation

Fattal International Hotels and Resorts, a global hospitality group with 167 hotels across 17 countries, wanted to improve customer experience by giving its call center and hotel agents fast access to accurate, up-to-date knowledge. The company needed a knowledge management platform to help staff quickly retrieve the right information on rates, regulations, procedures, and vacation offerings, while also supporting new agents with clear step-by-step guidance.

KMS Lighthouse implemented Lighthouse software to streamline data management and retrieval for Fattal’s agents. The solution helped reduce agent training time by 50%, cut call duration and average holding times, improve customer satisfaction, and reduce instances of inaccurate information being shared with customers. KMS Lighthouse also helped Fattal personalize service more effectively and speed time to market for high-value vacation packages.

Fattal

Hadar Fichman

Director of Direct Sales Channel