FARNBOROUGH, England, September 6, 2016 /PRNewswire/ --
The Caravan Club chooses Sentiment technology to keep ahead of the ever-changing and complex demands of social customer service.
Sentiment today announced that The Caravan Club, the UK's leading club for caravan, motorhome and trailer tent owners, will deploy Sentiment's intuitive social customer care platform to deliver effective, personalised social engagement and meet growing member demands for a seamless, omni-channel experience.
Sentiment will work closely with partner IP Integration, the award winning contact centre specialist and key technology partner of The Caravan Club, to deliver a responsive social experience for members, underpinned by powerful engagement features and consolidated social data to enhance the view of the customer journey within the contact centre.
Dave Glasgow, Sales Director, IP Integration said: "Social plays a key role in today's customer communication environment and it's vital it can be integrated into our client's core contact centre environments to enable them to be ahead of the game with both responding to and monitoring what's being said about them on social channels."
The Caravan Club represents the interests of over one million caravanners and provides them with relevant services and products. Member services include booking support for over 200 Club sites and over 2,500 independent locations, as well as market-leading caravan insurance. The Sentiment platform will enable the organisation to integrate social data and interactions with more traditional voice and email channels.
Peter Martin, Head of Operations, Membership Services at The Caravan Club commented: "With their partnership approach and knowledge in the customer care sector, we selected Sentiment due to the company's strong service reputation and the capabilities of its social engagement technology."
First-phase deployment is already underway. Intelligent workflow and automations will make it easier for The Caravan Club's customer support team to prioritise and manage inbound messages effectively. These time-saving processes will reduce the time it takes to filter, assess and respond to customer service enquiries making sure all comments which require a response receive one. Inboxes will be simplified by a single stream view and agents will have conversation histories at their fingertips to inform replies. Approval loops on responses provide quality control and give contact centre supervisors peace of mind that only consistent messaging is seen publically.
Junel Oberholzer, Customer Success Manager at Sentiment said: "There is a growing trend, led by proactive organisations, such as The Caravan Club to take a more long-term strategic approach to the management of social engagement. We are excited to be working with The Caravan Club, supporting their vision of an integrated social customer service platform that captures social data quickly, accurately, and securely. The deployment will enable them to increase efficiency by reducing response times, and improve agent productivity with the use of smart workflow and automations to organise mentions. In addition, the use of centralised social data will create a robust "single version of the truth" that can provide actionable insight on contact behaviours and help drive improvements to the customer experience."
Sentiment is a cloud-based social customer service platform that uniquely provides marketing, publishing and customer service capabilities. This has enabled 100s of major brands across the globe to deliver social marketing and social customer service from a single, integrated app. It allows organisations to prioritise and purposefully engage with contacts at exactly the right time, to ensure that positive perception of reputation is extended beyond the social customer service function to the business as a whole. It delivers a single source of the truth for all social data and provides visibility of when and why social engagement is happening, enabling brands to engage quickly and efficiently.
About Caravan Club
Champions of the great outdoors, The Caravan Club represents the interests of over one million caravanners, motorhomers and trailer tent owners across the UK.
For further information about The Caravan Club please visit http://www.caravanclub.co.uk or call +44(0)1342 318813.
About IP Integration
IP Integration is the UK's leading independent Systems Integrator, transforming the provision of customer service. We offer technology solutions from leading vendors as well as developing our own, bespoke solutions to meet our customers' requirements, enabling us to deliver award-winning, value-add solutions. Headquartered in Reading, Berkshire we have regional offices in Manchester and Edinburgh and provide 24 hour service and support, nationwide. For more information visit http://www.ipintegration.com or follow us on Twitter or LinkedIn.