Setting a New Standard for Personalised, High-value Global Customer Service
Whether you require seats overlooking the pit lane at the Monaco Grand Prix, a box for the opera at New York’s Lincoln Centre or a recommendation for the best restaurant in Dubai, Quintessentially brings you the very best life has to offer – with no delays, no fuss and no hassle. Operating from over 60 offices around the world with 32 partner businesses, Quintessentially’s Lifestyle Managers deliver an unrivalled concierge service to cover every facet of global luxury. It’s no surprise that Quintessentially is trusted by some of the world’s leading luxury brands. These include financial institutions targeting high net worth and ultra-high net worth individuals, luxury retailers, car manufacturers and premium property developers.
Delivering outstanding customer service with high tech call handling
Delivering the best possible phone support is essential to Quintessentially’s Luxury Lifestyle Management Service. Wealthy clients with busy schedules expect an outstanding customer experience. Polite, knowledgeable Lifestyle Managers deliver a friendly, personalised approach, providing recommendations and access to ‘insider’ bookings, exclusive venues and elite events. A proactive service, tailored to individual needs, is offered to members on the highest-level service tier. Confidentiality and security are of course guaranteed as part of the Quintessentially Service Promise.
Seamless integration between Vonage and Salesforce
Providing the very best in multinational and multilingual customer service through almost 700 Lifestyle Managers means keeping up with technological advances and this is where Vonage came in. Early in 2013, after a global search for a vendor, Co-Founder Paul Drummond took the decision to upgrade Quintessentially’s global call handling infrastructure to Vonage Contact Center. Being fully compatible with Salesforce (Quintessentially’s CRM for over 10 years) and capable of scaling with the needs of a growing global member base, the Vonage true cloud contact centre solution was the perfect fit.
A truly global cloud solution
With over 60 offices, each with its own private branch exchange, and members who travel constantly, Quintessentially required a multi-functional global call handling solution. Vonage provided the ability to manage call plans and provide dynamic routing – seamlessly and invisibly achieving a tailored service across 35 languages for their members. Vonage provides real-time visibility of call queues, abandonment levels and handling times across the 60 plus offices around the globe. Additionally, the excellent reporting tool provides members and corporate partners with regular updates on service levels. These functions are vital to Paul Drummond in delivering a consistently outstanding service. Meeting the Service Level Agreements for corporate clients is a particular priority for Quintessentially and this was improved through the use of the ‘Contact Pad’ – allowing managers to control all telephony functions in real time.
A high-tech solution to deliver a highly personalised service
Quintessentially operates a ‘no-IVR’ environment in which friendly personnel answer all incoming calls immediately. In most cases the caller will be recognised by their number, whether mobile, office or home line and a screenpop in conjunction with ‘audible whispers’ identify them to the Lifestyle Manager – often providing valuable extra information as well. Incoming and outgoing calls are automatically logged into Salesforce. A system for three levels of Adviser was needed. At the first level, callers speak to a General Adviser, which can be anyone in the team. At the second level, dedicated Lifestyle Managers offer a more personalised service. At the top tier, Elite Membership Managers offer an individually tailored service. For Elite Members, Quintessentially routes calls straight to the relevant Personal Lifestyle Manager.
Recording calls and facilitating staff coaching and development
Managers found the old premise-based phone system difficult to access and the IT department was frequently required to help retrieve calls. These delays caused issues for the business, as did problems with long-term storage. Vonage solved these problems, enabling fast and easy retrieval of calls for Lifestyle Manager coaching and development to the highest level. Vonage also enables Quintessentially to replay and send calls to corporate clients, as a testament to their quality of service.
Quintessentially’s Lifestyle Managers love the new Vonage tools
With a truly global business, that receives calls from across the globe, call routing based on location allows Quintessentially to answer calls in the local language. Presenting the customer record in ‘realtime’ provides the Lifestyle Managers with the necessary information to deliver a truly personalised experience, every time. The click-to-dial service enables advisers to make outbound calls directly through Salesforce simply by clicking on a telephone number within the contact record.
Gold-plated business continuity and updates
Business continuity and disaster recovery are part of the NewVoiceMedia package, making sure Quintessentially staff are available for their customers at all times, even when they cannot work from office locations. Security of customer data is paramount and Vonage's ISO27001 and PCI compliance is vital to Quintessentially.
Scaling to be the world’s largest luxury lifestyle management service
Quintessentially is scaling fast having added hundreds of new franchises in the past 12 months. Cloud technology from Vonage and Salesforce provides the flexibility to scale the business easily as it continues to grow.
"With Vonage, we have found a technology partner that truly understands our company and the high standards our customers expect. Exceptional service is core to our business and we are constantly striving to deliver world-class experiences to customers, each and every time. Vonage Contact Center integrates seamlessly with Salesforce and is helping us to deliver on this vision, because we can now offer a consistently personalised service while improving the satisfaction of our Lifestyle Managers."
Paul Drummond, Commercial Director and Co-Founder