With 25 branches in 16 German, Austrian and Czech cities, A&O Hostels is the biggest independent hostel company in Europe. In 2013 the group had more than 2.25 million overnight bookings. Its innovative combination of hotel and hostel under one roof offers a wide choice of room categories with something to suit all pockets. For more than ten years the staff of A&O have been available for guests 24/7. Now, the successfully introduced novomind mail system iMAIL is professionalising the work of the company’s service centre.
Since November the hostel chain has been working with the new multi-channel communication which enables an even faster processing of several thousand e-mails in different languages per day. Our automated software solution analyses the subject of the mails and then forwards them with suitable text suggestions, optimised for marketing, to the relevant employees of the fully manned service centre.
“During the course of our expansion in the past few years, our e-mail enquiries have also continued to grow,” says A&O General Manager Oliver Winter. “The new novomind software allows us to guarantee that guests will receive a response in less than 24 hours.”
The integration of the new tool was quick and seamless and its use is already showing a positive effect: it is well received and processing times continue to decrease with a higher quality of the responses. The hotel chain’s employees are impressed with the innovation which helps ease their work. “A win-win situation for all,” emphasises service centre manager Klaus Bürger.
News Customer Service
13 Jan 2015