City Cruises Boosts Efficiency by 40% with IoT Solution
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Cities & Municipalities
- Education
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Smart City Operations
- Virtual Training
Services
- Testing & Certification
- Training
About The Customer
Founded in 1985 and headquartered in the UK, City Cruises by Hornblower is the largest river and harbor cruising company in the US. The company offers domestic travel experiences throughout several cities across North America including Boston, San Francisco, Niagara Falls, and New York City. City Cruises is committed to providing exceptional travel experiences for adventurers across North America. The company faced a significant challenge in training its customer service teams and ensuring quality, especially in the wake of the travel industry disruption caused by the 2020 pandemic.
The Challenge
City Cruises by Hornblower, the largest river and harbor cruising company in the US, was facing a significant challenge in training its customer service teams and ensuring quality. The company was only able to evaluate two calls per agent per month, which was a tedious process. The quality assurance process was manual, involving spreadsheets and manual cross-checking to track performance. The travel industry disruption in 2020 due to the pandemic added to the challenge. In 2021, City Cruises faced the task of ramping up hiring and training to re-ignite travel. They needed a way to review customer service calls more quickly and efficiently to improve feedback loops to agents. Their previous solution was a traditional workforce management platform that forced their QA team to manage a spreadsheet with over 60 formulas in place to track scorecards and run reporting.
The Solution
City Cruises adopted Observe.AI, a conversation intelligence solution, to boost their evaluation procedure efficiency. This solution eliminated the manual effort of sifting through entire calls to pull meaningful customer insights. With the 'Analyze' tab, City Cruises could drill into specific customer interactions and pinpoint key points of interest on calls to understand the context of the calls. The company also leveraged data to run root cause analysis on its customer interactions to get a clearer look into the 'why' behind calls, and more clearly understand call drivers. The Observe.AI platform provided City Cruises with a faster way to run their essential tasks so that training leads could spend more time on strategic projects, such as building better training programs. The platform also offered visibility into how new hires were performing, helping managers uncover call drivers, identify training opportunities, and give feedback to agents directly on the platform.
Operational Impact
Quantitative Benefit
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