Mammoth California Vacations, a subsidiary of Mammoth Mountain Ski Area and one of 16 Intrawest Partner’s resorts, has selected Apropos’ Multimedia Interaction Management Solution for its external customer service contact center. The solution will enable Mammoth to offer premier customer service for its lodging, ski school and lift ticket reservations.
Mammoth’s contact center receives email and voice calls daily for lodging, ski school, rentals and lift ticket reservations. Through Apropos’ interaction management, agents will be able to provide personalized customer service. Viewing all interactions in a single multimedia queue on the desktop, agents can see who is behind each interaction, identify premier customers, and manage each interaction based on its value to the business.
“We are in the business of creating the ultimate California mountain vacation for our guests,” said Piper Mock, director at Mammoth California Vacations. “To achieve this, we need to know who our guests are before initiating a conversation. By integrating to our internal databases, the Apropos solution gives us the technology to identify our guests via screen pops allowing us to identify our gold season pass holders, as well as our dedicated repeat guests. Ultimately, this allows us to treat our valued guests with the best service possible.”
Mammoth selected Apropos for its flexible end-to-end multimedia customer interaction management solution, its ability to integrate its two databases and report across various multimedia types. In addition, Apropos provides the real-time applications that help identify, prioritize and route interactions to the most appropriate agent throughout the enterprise.
“Apropos is excited about enabling Mammoth to provide first-class customer service,” said Dan Scannell, vice president of sales at Apropos. “The solution provides customers like Mammoth the ability to manage their customer relationships effectively. Mammoth will gain an understanding of the various ways customers are contacting them, and most importantly, be able to measure the performance of their contact center across multiple channels of communication.”
The solution is designed for the needs of brick-and-mortar companies as well as emerging dot.coms, enabling them to manage all customer interactions with a guaranteed level of service.
About Apropos Technology
Apropos Technology, headquartered in Illinois, USA, provides integrated multimedia interaction management solutions and has 225 clients worldwide.