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Bespoke Hotel Group Personalises Customer Service through Electronic Channels with eGain

Leading International Hotel Group Selects eGain® Mail™ for Superior Levels of Email Customer Service

Mountain View, CA and Slough, UK – April 21, 2009 – eGain (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software, today announced that NH Hoteles, the leading international hotel chain, has selected eGain’s email management solution—eGain Mail—to provide differentiated email-based service to its international customer base. Committed to delivering superior customer experiences, the expanding group of hotels will use eGain Mail to improve the quality, consistency and efficiency of all email communication with guests.

Email enquiries from guests increased dramatically due to the rapid growth of the hotel chain. This made it increasingly difficult for the NH Hoteles to provide reliable and high-quality responses with the incumbent Microsoft® Outlook™ solution. Herman van de Vliet, Booking Office manager of NH Hoteles, explains;

“Our organisation prides itself on excellent service quality and an eye for detail. As we aim to provide tailor-made service by responding to all queries with a personal touch, we knew we must apply the same ethos to our email communications as the demand for this particular service channel increased. After a thorough analysis of the marketplace, eGain became the obvious choice to deliver this level of service.”

Following recommendations from its partners within the travel industry, a number of whom were already benefiting from eGain’s technology, NH Hoteles turned to eGain partner @Voicetec to learn more about eGain Mail. Rated #1 in email response management five years in a row*, eGain Mail is a pioneering solution for email customer service, launched more than a decade ago.

According to van de Vliet, eGain’s powerful and proven solution was the only one that could provide the comprehensive email management capabilities needed to scale email customer service in Northern Europe without compromising speed and quality. He comments, “It was imperative that the chosen solution could cope with the high-level of traffic we were experiencing. At the same time, it was critical that the system could differentiate between enquiries so that we could guarantee the quality, relevance and personalisation customers expect from a high-value brand focussed on providing individual customer experiences.”

NH Hoteles implemented eGain Mail for 12 hotels in Amsterdam, with @Voicetec taking care of system setup and agent training. Since the deployment went live, there has been a notable improvement in customer service operations and enquiry handling times across the hotels. Service levels for all email communications are now managed efficiently and effectively, with eGain’s software providing features such as:

  • Auto-acknowledgements to assure customers of receipt
  • Workflows to automate the routing of emails
  • Alarm notifications to spot enquiries in danger of violating promised service levels and enable timely corrective action
  • An knowledge base to “auto-suggest” intelligent and consistent replies to agents
  • Analytics to track and measure the efficiency and quality of email handling

Van de Vliet concludes, “eGain’s email solution has already delivered an improvement in email service quality and efficiency. We hope to keep enhancing our international customer experience, as we look to extend this solution to other parts of Europe.”

Andrew Mennie, General Manager of eGain Europe, comments, “For a high-value brand like NH Hoteles, fast and consistent customer service with a personal touch is critical. However, too many in the service industry overlook these service levels for the less traditional channels. By choosing eGain Mail, NH Hoteles has recognised the added-value its email communications can bring to the organisation and customer alike, helping to achieve a multichannel approach to high-quality customer service across the organisation.”

*Rated #1 in email response management in 2004 Forrester TechRankings and in the Forrester Wave reports in 2005, 2006, 2007 and 2008 covering eService or customer service management.

About eGain (www.egain.com)

eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for in-house or on-demand deployment. For over a decade, hundreds of the world’s largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel Customer Interaction Hubs (CIH). Based on the Power of One™ – the concept of one unified platform for customer interaction and knowledge management – eGain solutions help improve customer experience, optimize end-to-end service process, increase sales, and enhance contact center performance.

Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

About NH Hoteles

NH Hoteles (www.nh-hotels.com) is the third largest business hotel chain in Europe. NH Hoteles has 347 hotels with 51,766 rooms in 22 countries in Europe, America and Africa. NH Hoteles now has 56 projects for new hotels under construction, which will provide more than 8,000 further rooms.

A feature of NH Hoteles is the desire of our employees to give service and seek the satisfaction of our guests through the quality of our services and constantly innovating. The establishments of NH Hoteles offer state-of-the-art technologies to help customers in communications, work and entertainment.

The restaurant facilities are another of the priorities of the hotels in the chain, which offers its customers top-quality food. Furthermore, NH Hoteles and the famous restaurant owner Ferran Adrià, who became an associate of the chain in 2000, have launched concepts such as “nhube,” areas that are the first of their kind in the hotel industry, which combine restaurants, leisure and rest facilities for the chain’s customers, and “Fast Good.”

As a responsible company that is a reference in the tourist industry, NH Hoteles offers hotel services that anticipate the needs of all our stakeholders: Employees, Customers, Suppliers, Shareholders, Society and the Environment, taking the greatest care over detail and providing efficient, sustainable solutions.

NH Hoteles is listed on the Madrid Stock Exchange.

For more information contact:

Jennifer Manning/Carina Parmar
Cohesive Communications
01291 626200
egain@cohesive.uk.com