Case Study: Umrahme achieves rapid, personalized omnichannel customer service with Vocalcom Salesforce Edition

Umrahme Transforming integrated travel solutions with a customer-centric approach

Umrahme, part of the Holidayme group, is a travel specialist managing Umrah pilgrimage packages and serving over 5,000 travel agencies through three call centers. Facing highly fragmented systems as they scaled, Umrahme needed a robust, CRM-integrated contact center to centralize customer data and align teams; they selected the Vocalcom Salesforce Edition to provide native telephony and call center capabilities integrated with Salesforce.

Vocalcom deployed its Salesforce Edition across Umrahme’s UAE, Egypt and India sites, enabling agents to handle inbound/outbound calls and omnichannel interactions (telephony, email, chat, WhatsApp) directly from Salesforce, with automated lead routing, campaign automation and real-time supervision tools. The integration gave agents a 360° customer view and cut average query resolution from 2–4 days to under 5 minutes, while supporting plans to scale B2C, upsell/cross-sell campaigns, and overall customer-centric growth with Vocalcom as a key partner.

Umrahme

Bechir Omran

Innovation and Growth Strategist