Leading French tour operator VVF Vacances is reporting dramatically improved customer satisfaction and loyalty and increased revenues using Siebel Call Centre. The company has seen a 5 percent annual increase in brand loyalty, expects to receive up to $8 million in additional annual revenues, and should achieve a return on investment within two years.
Patrick Metivier, Director of Commercial Operations, VVF Vacances., explained: "By enhancing our multichannel customer understanding, VVF Vacances is able to concentrate resources on the most important customers, improve efficiency, and conduct targeted marketing campaigns--for improved service and increased sales."
More than 100 VVF Vacances call centre agents have instant access to a real-time, complete profile of each customer. By understanding more about each customer, including any correspondence and direct marketing that has previously been conducted,
The Siebel software is also enabling VVF Vacances to target new customers, track these opportunities, and increase revenues. Previously, when VVF Vacances wanted to conduct a direct marketing campaign, it needed to give the IT department one month's notice to compile the mailing database. Now, the company has quick access to a complete list of prospects. This improved efficiency enables VVF Vacances to target specific geographic and demographic segments with tailored telesales and printed direct mail campaigns.
VVF Vacances offers a blend of summer and winter holiday solutions, both in France and abroad. These holiday solutions include 127 "village club" resorts, self-catering apartments, hotels, and children's holidays, which are marketed under the "Okaya" brand. The company employs 1,000 staff and has an annual turnover of $150 million.