V&A Waterfront - Hospitality & Retail Industry
Enhanced customer service with new help desk
Cape Town’s V&A Waterfront, a noted tourist destination, used only a rudimentary help desk tool which did not support advanced analysis or allow for escalation of critical issues or workflow to relevant role players. The V&A Waterfront required a centralised help desk function to more effectively deal with complaints, compliments and interactions with the company.
Using a central Dynamics CRM system integrated to the JD Edwards ERP system, EOH MC implemented a solution that channels all complaints and enquiries through an automated help desk with business rules that allocate cases to the appropriate role players. Website, telephonic, social media and email communications are now routed through the new CRM system and business data architecture to property development and marina services, with reporting to executives and management. The centralised data storage allows for analysis of help desk resolution time frames for effective performance management. The system improved ease of use in logging queries, allows all queries to be logged in a standardised format, ranks queries in order of priority, escalates them for action in accordance with their priority status, and tracks and manages queries more effectively.