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Customer Story - Sunweb Group

Sunweb Group is one of the leading travel groups in Europe. It is the driving force behind numerous brands such as Sunweb, Primavera, GOGO and Beachmasters, operating within seven international markets: The Netherlands, Belgium, Denmark, Sweden, United Kingdom, Germany, and France.

Sunweb Group Customer Story

The challenge

Each of the Sunweb Group brands has its own customer service telephone numbers in the countries they are active in. All calls to these numbers have to be routed into Sunweb Group’s call centers in countries like The Netherlands, France and Denmark. Having a clear overview of all call data from each of the brands is essential. In Spring 2020, staffing of the call centers varied because of the COVID-19 regulations. The situation also caused unexpected fluctuations in incoming calls, making it challenging to maintain the desired service levels to customers.

The Solution

With Sound of Data’s online portal Gearbox the Sunweb Group has a consolidated overview of their service numbers, with valuable call data insight across the different brands and countries. To maintain the desired service levels during spikes, an overload solution has been implemented. When a maximum of waiting callers is reached, customers are redirected outside the call center and given the option to leave their mobile number to receive a text-message with a link to Sunweb’s FAQ-section. This reduces the load in the call center while maintaining a customer-centric experience. With Gearbox, Sunweb Group can manage the routing of all their brands’ service numbers themselves as well as the threshold of the overload solution.

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“We’re very satisfied with the overload solution. It keeps the number of active lines under control and our customers are informed. With the online portal, we can easily manage this solution by ourselves.”

Desirée Hoogendoorn

Lead Run Specialist, Customer Services, Sunweb Group

The difference made

  • the ability to self-manage the routing and overload solutions through the Gearbox online portal
  • offering an adequate and alternative way of informing customers when the load in the call center is too high, resulting in longer wait times

In short

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The business

Sunweb Group is one of the leading travel groups in Europe.

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The challenge

Each of the Sunweb Group brands has its own customer service telephone numbers in the countries they are active in.

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How we help

With Gearbox, Sunweb Group can manage the routing of all their brands’ service numbers themselves as well as the threshold of the overload solution in the Netherlands.