Case Study: Hilton reduces agent training time by 80% with Whereoware's Salesforce customer service platform

Hilton cuts training time by 80% with Whereoware

Hilton, a leading global hospitality company, faced challenges with an overwhelmed call center where agents juggled multiple disconnected systems, leading to inefficiencies and a dip in service quality. High industry turnover also meant new agents required 6-8 weeks of training, which diverted resources and delayed service. The vendor Whereoware was engaged to address these issues.

Whereoware created a unified customer service platform powered by Salesforce, consolidating systems into one intuitive solution. This new platform led to an 80% reduction in training time, from 6-8 weeks down to just 1.5 weeks, saving thousands of hours and significantly cutting costs. It also enabled agents to resolve customer issues faster and with fewer mistakes, increasing customer satisfaction and boosting overall productivity.

Hilton