Ca

se S

tud

y

LESCONCIERGES: THE WORLD’S PREMIER PROVIDER OF GLOBAL CONCIERGE SERVICES AND SOLUTIONS, CREATES A WORLD-CLASS GLOBAL VIRTUAL CUSTOMER SERVICE CENTER WITH SERENOVA™

HIGHLIGHTS

» Hassle-free integratedmultichannel customerinteractions

» Reduction in cost andtime to scale of contactcenter solution

» Cloud contact centersolution with highavailability andstringent security

CUSTOMER: LesConcierges

INDUSTRY: Retail

SERENOVA™ SOLUTION: Serenova™

THE COMPANYLesConcierges provides global,concierge-supported loyaltyservices and solutions. Fromprogram creation to engaging andserving your best customers oremployees, they help clients developrelationships in ways that createvalue and build brand a�nity. Mostimportant, LesConcierges agentsare trained to employ a contextualapproach to fulfill customerrequests ranging from bookinghighly sought restaurant reservationsto securing hard-to-get eventtickets or planning once-in-alifetimemilestone events.

THE CHALLENGEWith operations in five continentsand distributed in 89 cities, LesConcierges had apprehension aboutwhether their existing on-premisecontact center solution could meetglobal requirements and provide thenecessary features to accommodate

the unique needs of theircustomers—all while being coste�cient and supporting their rapidgrowth.

Each customer has a unique set ofpreferences when it comes tocustomer service channels: somestill like the phone, others preferweb chat, and more and more areopting to social media such asFacebook and Twitter. With anoutdated voice system in place,many customers could not bee�ectively serviced on otherchannels, resulting in more complexintegrations and increasedoperational costs.

In addition, the technologyoperations team was challenged to keep up with the necessaryrequirements for quick turn up, anda reliable and flexible platform. Andwith the desire to add multichannelcapabilities, deploy new o�cesquickly, adhere to steep security

For LesConcierges, having a multichannel cloud contact center solution that is truly global is essential to providing seamless service to our VIP clients. Serenova™ provides a solution that decreases our cost and time to scale, and increases our geographic resiliency, with outstanding support.”

— Matt Clemenson, Chief Technology O�cer

requirements, and the high price tag of systems required for eachphysical location, LesConciergeswas faced with the challenge tocome up with a better way.To address these operationalchallenges, and uniquerequirements for their specificbusiness environment,LesConcierges needed a globalcontact center solution where:

• The contact center is verticallyintegrated across all channelsfrom voice to email, web chat,and social media

• The telephony infrastructureis flexible to add and turn upagents quickly

• The platform provides highreliability with stringentredundancy and securitycompliance

To solve these challenges, and meet their business needs,LesConcierges required a cloudcontact center that o�ers thee�ciencies of out-of-the-boxintegrated multichannel capabilities,and the flexibility and sophisticationfor IT to implement and manageresources around the globe.

THE SOLUTIONLesConcierges selected Serenova™ to take advantage of the perfect blend of proven platform reliability and scalability, and advanced capabilities.Two of the key criteria that won over LesConcierges were the PCI level 1 certification of Serenova™, as well as LiveOps Engage, the industry’s first integrated multichannel agent desktop with channel pivoting. Whether it’s a phone call, email, chat session, SMS, Facebook post or Tweet, the message and phone panels in Serenova™ areintegrated within a single window,

making it easy-to-use and faster torespond without having to switchapplications. “This is huge becauseour concierges now have instantvisibility of the customer, automaticcase recognition and full activityhistory regardless of what channelthey are interacting,” says MattClemenson, Chief TechnologyO�cer at LesConcierges.

The stress-free setup andintegration enabled LesConciergesto quickly realize value from thesolution at the outset. Now, IT cansimply add and configure newagents in a matter of minutes. “Wehave achieved a ‘just add internet’solution, whereas opening an o�cein the past required a di�erentmodel for ROI that constrained ourbusiness due to major capitalizedexpense investments, such as costlyredundant telephony and networkgear, and MPLS to support that. Wenow feel empowered to open ano�ce with one to five agents if itmakes sense—and it doesn’t takehalf a year. Any company that hasdistributed agents would benefitfrom Serenova™ because of theglobal architecture and availability,”said Clemenson.

In addition, LesConcierges has beenable to gauge the e�ectiveness ofits customer service programsusing Serenova™ built-in businessinsights. At a glance, fromdashboards and automated emailalerts, IT and the management teammonitor interaction volume,response times, and a host of otherstatistics. While these capabilitiesfrom Serenova™ have enabled the teamto provide better interactions withcustomers, the accessibility to thesolution at all times has beenequally critical—not always a givenwith LesConcierges previous legacysystem. LesConcierges notes thatwallboards are as simple as a Wi-Fienabled TV.

Moreover, supporting solutionswere done faster, and more coste�ectively, such as workforcemanagement and data warehousing.LesConcierges’ contact centeroperation was significantlyenhanced with the elimination ofsystems integration andmaintenance, and the dramaticreduction in implementation time.Customer satisfaction is alsoincreasing due to the advancedmultichannel cloud contact centersolution deployed from Serenova™.Ultimately, LesConcierges is able tobetter serve their clients, than anycompetitor in the marketplace today.

THE RESULTSLesConcierges successfullyachieved amazing speed to marketwithout compromise on quality fornew client contracts— deployingover one hundred toll-free applicationsin the United States within thefirst month, and on-boarding morethan 100 new agents and 227international toll-free numbersacross two o�ces in 15 days. Thisagility reduced their sales cycle, andultimately their time to revenue.

The implementation of Serenova™ has enabled LesConcierges to significantly reduce their customer service costs and increase operational quality metrics. LesConcierges estimatesthat the cost savings compared toan on-premise solution is around$1.2 million in the first year.

— Matt Clemenson, ChiefTechnology O�cer

The Serenova™solution saved usmillions of dollarsand months ofproject runway.”

Serenova, LLC., 7300 Ranch Road 2222 Building III, Suite 200, Austin, TX 78730

USA Tel: +1.800.411.4700 | www.serenova.comCopyright © 2016 Serenova, LLC. All rights reserved.