Case Study: Red Funnels Holidays achieves 116% more customer compliments and 16% fewer complaints with Mitel

Red Funnels Holidays - Customer Case Study

Red Funnel, an integrated transport and travel business founded in 1861 that runs ferries between Southampton and the Isle of Wight, needed to improve customer experience by better connecting customers with the right employees and shifting from reactive to proactive communications.

Mitel deployed business phone systems and a contact center with skills-based routing and social media monitoring so queries go to the best-qualified agents. The solution boosted productivity and response times, cut complaints by 16% and raised compliments by 116%, alongside overall efficiency gains.

Red Funnels Holidays

Murray Carter

Customer Services Director