Case Study: Salesforce.com achieves 96% member retention and higher customer satisfaction with TTEC's CRM solution

Salesforce.com - Customer Case Study

Salesforce.com, a luxury vacation club serving high-end travelers, needed a better way to manage rapid growth while preserving the personalized, high-touch service that kept members loyal. Its manual approach—built on spreadsheets, emails, and paper—couldn’t scale to support member preferences, travel history, and advisor relationships across the customer lifecycle.

TTEC implemented a customized CRM solution based on Salesforce.com Service Cloud® that centralized member profiles, trip data, and recommendations for advisors and concierges on cloud-connected devices. The solution added real-time alerts and rules-based destination suggestions, helping Salesforce.com maintain a 96% member retention rate through a merger and achieve a Net Promoter Score of nearly 70, while also improving opportunities for personalized service and future sales.

Salesforce.com