Travel and leisure

Our client needed to ensure high-quality B2C and B2B customer care across multiple markets and in six languages—Italian, English, German, French, Arabic, and Croatian. The challenge was to streamline operations, maintain service excellence, and enhance multilingual support, all while managing a large-scale transition of customer service sites and ensuring a consistent, high-quality experience for both B2C and B2B customers.

We provided a blend of innovation, best practices, and multilingual services to support our client's Customer Operations transformation.

• Seamless transition and operations setup: we ensured a smooth transition of 12 internal customer service sites to one of EPS providers. We established a network of three customer care centers to manage Guest & Host operations across multiple markets.
• Quality governance and performance excellence: we applied our client’s quality framework consistently across all sites, achieving the highest quality ranking in Europe among its suppliers. We leveraged data analytics on training and quality to correlate operational actions with customer satisfaction.
• Real-time translation and multilingual capabilities: we integrated our machine translation DRAGOMAN and we implemented personalised GenAI models, enabling real-time multilingual communication via chat, email, and messaging. The solution supports different languages including Japanese, German, Portuguese, Finnish, Icelandic, Danish, Swedish, Serbian, and Norwegian.