Britannic’s INBOX Solution Helps Mercury Holidays Manage Thousands of Digital Interactions

Britannic Technologies, specialists in voice communications, systems integration and managed services announced that Mercury Holidays, an award winning holiday and escorted tour company has deployed the innovative INBOX solution to streamline customer enquiries with categorised, automated and prioritised responses.

INBOX has helped Mercury maintain a high-quality customer experience during the COVID-19 pandemic. Particularly when thousands of customers hit the phones and emailed to find out about their holidays. Mercury has implemented a self-service functionality on their website using the INBOX templates to provide the answers to general enquiries. Tickets were created so the enquiries could be prioritised and complex enquiries were routed to a contact centre agent to deal with the issue.

“In the most challenging business climate we have ever seen, the biggest gain for us implementing the INBOX is efficiency. We now have all enquiries coming into a single central point which enables us to prioritise them and deliver a seamless service. We have also automated the organisation of our workload during this hectic time and now have the ability to implement self-service for our customers which will lead to improved efficiencies and vast cost-savings,” Neil Whitaker, Head of IT, Mercury Holidays.

Mercury has also created a ‘My Booking’ section on their website for customers which will be launched in the next month, to add on extras themselves for their holidays, improving the experience by enabling customers to make the additions when it suits them 24/7. Agent time is freed up to focus on complex priority enquiries that require human intervention. It will also allow them to send extra requests and enquiries to the inbox to be processed automatically where possible.

INBOX is a SaaS application hosted in Google Cloud meeting data sovereignty and security requirements. It processes digital interactions such as email, web chat, social messaging and WhatsApp messages presenting the agent with a single screen of all digital communications, or just those relevant to their team. Responses that can be handled automatically or routed to more appropriate contacts don’t even hit the agent’s queue.

Jonathan Sharp, Director, Britannic Technologies commented, “Providing a superior seamless customer experience is paramount to Mercury Holidays and we are delighted that INBOX has improved their customer service during this frantic time. We will continue to work with Mercury to evolve their digital transformation journey to improve business processes and deliver cost savings.”

About Britannic Technologies

Britannic Technologies is an award-winning specialist in voice communications, systems integration and managed services with over 30 years’ experience in telecommunications. Its technical expertise and consultative approach has helped hundreds of midsized UK businesses with their digital transformation.

Working with customers to understand their business goals, processes and culture, Britannic develop digital strategies, tailored to each client’s needs. As leaders in innovation, Britannic is proud to bring disruptive technologies, such as artificial intelligence, web real time communications and robotic automation processing to customers.

Britannic partners with industry-leading vendors such as Mitel, Avaya, Microsoft, Red Box, ComputerTel and Bizvu. Trailfinders, North Herts District Council, Markerstudy Group and the Kennel Club are just a few of the customers that have transformed their contact centres with Britannic.

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