Case Study: James Villas achieves 46% faster first replies and improved customer satisfaction with SentiSum

James Villas - Customer Case Study

James Villas, a leading villa-holiday operator with over 3,000 properties, struggled during the COVID-19 surge with a high volume of complex support requests and difficulty prioritising urgent tickets. Head of CRM Johannes Ganter implemented SentiSum’s automated topic recognition and triage, integrated into their Zendesk help desk, to detect and prioritise urgent cases in real time.

SentiSum reads, tags and routes tickets to a dedicated inbox and applies priority tags so the right agents handle urgent issues immediately, freeing the team to spend more time with customers. The result: first reply time to urgent tickets fell 46% in weeks, resolution time dropped 51%, and customer satisfaction rose 11%, improving operational efficiency and the overall holiday experience. SentiSum’s solution delivered measurable gains in speed, accuracy and CX.

James Villas

Johannes Ganter

Head of CRM and Digital Transformation