Club Intrawest

Problems

• Needed to increase level of resort bookings
• Also, needed to minimize the time and agent resources needed to achieve these marketing goals
• Maintain IntraWest’s exceptional customer service standards and brand loyalty.
• Needed FTC compliant marketing solution
• Must link contact center with IntraWest’s SQL CRM database

Implications

• The travel industry as a whole has been under many economic pressures
• Needed to introduce more competitive and efficient strategies to attract new customers.

Solution

• Amcat customer contact management software solution.
• Improved call control to meet FTC regulations while maintaining booking production
• Improved reporting and decision support
• Integration with IntraWest’s CRM SQL server database

Result

• Enhanced ability to manage agents and agent groups
• More bookings based on updated CRM activity using SQL database
• Comments Mike Kaine, Intrawest’s IT Director, “The difference with Amcat is that they always have the customer’s needs in mind. They get to know your business model inside out so you can achieve the best possible productivity. We have at least doubled our targets thanks to Amcat. None of our suppliers step up to the mark the way Amcat does.”