Club Med, an internationally renowned travel and tourism operator with a presence in over 30 countries, serves more than 800,000 clients annually through their extensive network of over 10,000 sellers. Handling nearly two million calls every year alongside countless interactions over various channels, the company faced a unique challenge: maintaining top-notch customer experience at scale. Club Med's commitment to elevating customer interactions led to a partnership with AlloBrain, a leader in tech-based solutions specializing in real-time assistance and AI analytics.
In a digital age where immediacy and precision are paramount, Club Med’s vast array of customer interactions – from voice calls to WhatsApp exchanges – needed an efficient monitoring system. The primary challenges faced included:
In the words of Siddhartha Chatterjee, Chief Digital Officer of Club Med, "Understanding our customers at scale and providing an unmatched experience was our north star. Traditional methods just couldn't cope."
Enter AlloBrain. By offering a three-pronged approach, AlloBrain's solutions seamlessly integrated into Club Med's operational framework.
Chatterjee comments, "The merger of AlloBrain's technology into our framework was like fitting a missing puzzle piece. It provided real-time assistance, enhanced our agents’ capabilities, and refined our customer touchpoints."
Post-integration of AlloBrain, Club Med witnessed transformative results:
Siddhartha Chatterjee aptly summarizes the impact: "In our quest for excellence, AlloBrain's solutions have proven invaluable. From agents to management, the ripple effect of efficiency, accuracy, and actionable insights has been undeniable."
Offering configurable connectors that can be customised to adapt to diverse input data formats and capable of handling structure variances, integration was successfully established across over fifteen of their unique APIs. In general, our solutions connect with leading web chat providers: WhatsApp, Teams, Slack, Zendesk, Salesforce Service Cloud, Intercom, Live Chat...+ any other chat platform that supports SFTP
With AlloBrain's successful integration and the tangible benefits witnessed, Club Med aims to further leverage AI-driven solutions to enhance other customer touchpoints. They're also exploring ways to directly empower customers with tools inspired by the TED Copilot, ensuring every interaction with Club Med is delightful, efficient, and memorable.
Chatterjee envisions a bright future, "This is just the beginning. With partners like AlloBrain, we're not just evolving; we're setting new benchmarks in customer experience."
"The implementation of AlloIntelligence brought us value from day 1 and allowed us to improve our customer journey thanks to the relevance of the analysis provided."
CX Awards 2023 : Gold - category Selfcare & Chatbot
CX Awards 2023 : Silver - category Innovation
Cas d'Or 2023 : Gold - category Conversational
Cas d'Or 2023 : Special Jury Prize
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