Service Manager, Aurinkomatkat
Aurinkomatkat at a glance
Part of Finnair Group and one of Finland’s biggest and most trusted travel brands.
Finnish holidaymakers looking for everything from packaged tours to customized trips.
The support team
An overwhelmed team that had been downsized due to Covid-19.
After successfully pivoting from mostly brick and mortar stores to almost entirely doing business online, live chat conversations make up the majority of their inquiries.
With a smaller support team due to Covid-19, Aurinkomatkat was having trouble training and hiring agents to keep pace with demand.
By implementing Ultimate’s customer support automation platform, they were able to easily handle the increased volume of chats.
Getting started with Ultimate
When the Covid-19 pandemic hit, Aurinkomatkat was forced to downsize their support team. When travel started ramping up again, they were facing a high volume of support inquiries and their team was feeling overwhelmed. Aurinkomatkat found it was a very slow process to get human agents fully trained. And with more and more customers turning to live chat, a virtual agent seemed like the perfect solution.
AI use case spotlight: Scaling support without increased overhead costs
- Aurinkomatkat was finding it difficult to hire and train agents to keep up with a surge in support inquiries. They turned to automation so a bot could handle the easy questions, while they handled the hard ones.
- In less than 4 weeks, Aurinkomatkat launched chat automation with a seamless Salesforce integration.
- The virtual agent now handles around 40% of all inquiries, allowing the team to easily handle the increased volume of chats.
The success story
Ultimate's flexible chat automation solution allows Aurinkomatkat to handle support volume spikes and grow along with their team.
A seamless CRM integration
As longtime Salesforce users, Aurinkomatkat’s team loved that the Ultimate integrated quickly and easily into their CRM.
With chat automation, Aurinkomatkat can support their customers before, during, and after takeoff.
Customers receive the instant support they expect and agents are freed up for more rewarding tasks.