Revolutionizing Quintessentially’s Exclusive Lifestyle Management and Concierge Service with Vonage
Technology Category
- Networks & Connectivity - Gateways
- Sensors - Level Sensors
Applicable Industries
- Buildings
- Education
Applicable Functions
- Product Research & Development
- Sales & Marketing
Use Cases
- Inventory Management
- Tamper Detection
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
Quintessentially is a global luxury lifestyle management service that operates from over 40 offices worldwide. The company offers a variety of services and products to its high net worth clients, which include financial institutions, luxury retailers, car manufacturers, and premium property developers. Quintessentially's Lifestyle Managers deliver an unrivaled concierge service, providing recommendations and access to exclusive venues and elite events. The company is trusted by some of the world's leading luxury brands and is committed to delivering a proactive service tailored to individual needs, with confidentiality and security guaranteed as part of the Quintessentially Service Promise.
The Challenge
Quintessentially, a global luxury lifestyle management service, was faced with the challenge of delivering outstanding customer service to its high net worth clients. The company operates from over 40 offices worldwide, offering a variety of services and products. The challenge was to provide a seamless, personalized, and high-value customer experience across multiple languages and locations. The company's clientele, which includes financial institutions, luxury retailers, car manufacturers, and premium property developers, demanded a proactive service tailored to individual needs. Quintessentially's existing phone support system was proving inadequate in meeting these demands, with issues such as difficulty in accessing the system, problems with long-term storage, and delays in retrieving calls.
The Solution
Quintessentially turned to Vonage to upgrade its global call handling infrastructure. Vonage's Contact Center, a true cloud contact center solution, was fully compatible with Salesforce, Quintessentially's CRM for over 15 years, and capable of scaling with the needs of a growing global member base. Vonage provided a multi-functional global call handling solution, enabling Quintessentially to manage call plans and provide dynamic routing across 35 languages. The solution also offered real-time visibility of call queues, abandonment levels, and handling times across all offices. Vonage's reporting tool provided regular updates on service levels to members and corporate partners. The 'Contact Pad' feature allowed managers to control all telephony functions in real time, improving service level agreements for corporate clients. Vonage also solved the issues with the old phone system, enabling fast and easy retrieval of calls for coaching and development of Lifestyle Managers.
Operational Impact
Quantitative Benefit
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