Cincom Eloquence® helps improve flexibility, consistency and document accuracy for Britain’s favourite cruise lines
MAIDENHEAD, United Kingdom - March 20, 2012 - Worldwide software provider
Cincom Systems, announces that Complete Cruise Solution, comprising the best names in UK cruising –
P&O Cruises and the
Cunard Line – has successfully implemented
Cincom Eloquence, a document automation solution, to facilitate and streamline the process of delivering a more personalised and valuable customer experience.
Complete Cruise Solution is the sales team for the best names in UK cruising. Headquartered in Southampton, these brands are part of
Carnival Corporation, the world’s largest leisure company. With 11 individual cruise-line brands and operating a combined fleet of 100 ships, the vacation company attracts over 8.5 million guests annually.
Complete Cruise Solution identified a need for a single solution that offers greater flexibility, accuracy and a swifter turnaround of documentation to improve the customer experience from the time a cruise is booked until setting sail. By implementing Eloquence across the Complete Cruise Solution business, they replaced multiple legacy systems to better support their passenger and travel agent post-booking contact strategy by pulling together all communications that are created along the customer journey by different business areas.
“We chose Cincom Eloquence given the clear benefits in improving passenger documentation by making them more attractive, personal, consistent, clear and relevant, which will greatly enhance the customer journey, ultimately improving customer satisfaction levels”, said Giles Hawke, Sales and Customer Service Director, Complete Cruise Solutions. “Such a flexible and easy-to-use communications platform will help us support travel agents better through cross-functional collaboration, pulling together the messages for passengers and travel agents at key points between booking and boarding. Multi-channel delivery is also an important consideration for us as we look ahead to engage with customers and agents using their channel of choice”.
With Eloquence, business users can easily create and maintain a single document model that ensures accuracy and increased efficiency in the management of correspondence. With graphically rich templates, Complete Cruise Solution will be able to speed up the entire booking and confirmation process.
“The Cincom communications platform is crucial in providing the best possible service to our customers”, continued Hawke. “We are committed to delivering an outstanding service to both our passengers and travel agents, and Cincom Eloquence allows us to consolidate and send timely messages that are customised for each passenger”.
