About Adavigo

Established in 2017, Adavigo is one of the leading travel and tourism agencies in Vietnam providing hotel booking services, airline ticket bookings, cruises, nationwide tours, and car rental services.

Adavigo has been shaped into a multi-industry enterprise, with 3 key areas: Tourism, Event organization, and advertising communications with the goal that every customer experience with Adavigo is a perfect experience, dedicated - professional - quick service, bringing satisfaction and the best services to customers.

Currently, Adavigo has 4 branches located in Hanoi, Ho Chi Minh, and Phu Quoc. For customer service activities between branches to operate synchronously and effectively, Adavigo has not hesitated to invest in modern technology solutions. A typical example is the application of StringeeX switchboard software in customer service and communication activities for the entire company. 

After more than 1 year of implementing the StringeeX solution, Adavigo has achieved impressive results. Let's see how Adavigo has changed with support from StringeeX.

Typical problem of businesses operating with many branches

Previously, Adavigo encountered many obstacles when operating customer care activities. The reason is each branch has its own hotline and phone set up as a switchboard. Customers who need to contact a branch will call that branch's hotline. Contact centers operate sporadically and individually, causing many inconveniences in managing call quality. 

For example, when needing to report on the number and duration of customer calls to the contact center every month, businesses must request each branch to make a report, and then send it up for synthesis. The reporting process also takes a lot of time because it has to be measured manually, making it difficult to avoid errors.

Not to mention, communication devices are all physical devices, without the ability to store or record calls in and out of the contact center. Without the content of the conversation and customer information in hand, it is difficult for businesses to improve service quality.

StringeeX optimizes the customer service process throughout the system

To completely solve the above problem, Adavigo has the entire company convert to using StringeeX switchboard software.

Connect branches to a single platform

StringeeX helps connect business communication channels to a single platform. Hotlines of all branches are integrated into the contact center software. Just log in with the account provided, employees of any branch can access StringeeX to call out or receive calls at that branch's number. 

Instead of having to go through a multi-step reporting process, managers now can extract important reporting metrics with StringeeX. Managers can understand the performance of each employee and each branch in terms of the number of calls made, call duration, missed call rate, and average waiting time... All are displayed and tracked. Easily monitor right on the software's Statistics & Report interface.

Convenient and free internal calls

Adavigo also applies intelligent call routing (IVR) and internal calling features to serve communication between departments within the company such as accounting, human resources administration, and customer service. This is an effective tool to maintain communication at work, easily communicating over the phone when unable to meet face to face. In particular, internal calls between terminals connected to the contact centers are free, so businesses save significantly on telecommunications fees.

Conclusion

Adavigo representative shared: “StringeeX has helped our business optimize work processes and improve customer service performance throughout the system, shortening the distance between branches and departments within the same company. ”.

This is a great motivation for StringeeX to continuously develop products to suit the call center software needs of all businesses in all sizes and fields.