Case Study: A&O Hotels and Hostels achieves 24/7 customer support with novomind iMail

A&O Hotels and Hostels - Customer Case Study

A&O Hotels and Hostels, the biggest independent hostel company in Europe, needed a fast, stable way to handle more than 150,000 e-mail enquiries a month across its growing 24/7 operations. To improve customer service and keep response times under control as the business expanded internationally, it worked with novomind and its iMail communication solution.

novomind implemented novomind iMail to automatically analyse, sort and route incoming messages by topic and location, with multilingual support, text suggestions and hosting handled by novomind. The result was a reliable 24/7 service with response times reduced from 48 hours to 24 hours, faster handling of thousands of e-mails per day, lower workload for staff and improved customer satisfaction and loyalty.

A&O Hotels and Hostels

Oliver Winter

General Manager