About Pys Travel

Pys Travel is a company providing domestic and international travel services, along with organizing team-building activities. Pys Travel's mission is to bring satisfaction and enjoyable experiences to customers on every trip.

With nearly 12 years in the travel industry, leading thousands of tours domestically and internationally, Pys Travel believes that to stay strong in the service industry, customer satisfaction is essential. Therefore, Pys Travel focuses on designing the best experiences for customers at every touchpoint, especially the first touchpoint when telesales interact with customers.

The quality of telesales service directly impacts Pystravel’s customer base and revenue: whether new customers book tours, if returning customers continue to use new tours, and if issues arise, whether customers agree to reconcile and provide positive feedback about Pystravel.

To achieve this, Pystravel believes that professionalizing telesales and customer service management is essential. This not only enhances consultation effectiveness but also helps the company standardize sales and customer care processes in a streamlined manner.

Let’s refer to Pystravel’s experience in managing telesales and customer service with just one contact center software through the following insights.

Previously, Pystravel management was passive in service management as each employee used a separate phone. Pystravel could not monitor whether employees followed up to care for customers, called back missed calls, if the consultation content was accurate, or how each consultant performed.

Additionally, since the CRM system and telesales contact center operated separately, telesales agents could not grasp customer information when receiving calls. In cases where customers had to call back multiple times, encountering different consultants each time, they felt dissatisfied having to repeat previously answered questions.

Therefore, PYS Travel wanted to integrate the contact center and customer management software into a single system with unified customer data to improve employee efficiency, enhance customer satisfaction, and easily manage all business activities.

After discussing with Stringee's expert team, Pystravel chose to integrate Stringee Programmable Contact Center APIs into their existing CRM software.

PYS Travel quickly integrated the full features of an intelligent contact center into their existing CRM software, easily customizing and setting up advanced features according to the company's needs.

Making calls to customers directly on the CRM software, understanding incoming customer information

After integrating Stringee PCC APIs, Pystravel’s consultants could directly make or answer calls to customers on the CRM software. Records containing the customer's name, contact information, and interested tours automatically display on the screen, enabling telesales to quickly access information and provide accurate consultations.

Additionally, the system automatically assigns customers to the telesales who previously assisted them, understanding customer information and effectively resolving issues.

With deep integration of contact center features right on the CRM software, telesales can eliminate software switching operations, quickly identify customers, and simplify and enhance work efficiency.

Managing employee performance

With Stringee PCC API solution, Pystravel management can control in real-time: the number of online employees, call status, call volume, call allocation to specific employees, monitoring/listening to/recording/ending any call, etc.

Management can easily monitor through reports to understand each employee's performance and assess the overall results of the entire department on a single software.

Easily customize and expand user accounts

Stringee PCC APIs allow Pys Travel to flexibly customize information columns and functional areas according to actual needs without being fixed and limited like pre-designed software.

With Stringee PCC APIs, Pystravel can simultaneously add multiple accounts for contact center agents at different offices without geographical limitations, without needing additional hardware investment, and withour reducing maintenance and warranty costs.

Saving call costs by up to 40%

Stringee PCC APIs, along with Adaptive digital solutions, automatically allocate to use of the local network number for outgoing calls, saving costs from 1200 VND/minute (for out-of-network calls) to 500 VND/minute (for in-network calls).

Conclusion

With Stringee's assistance, Pys Travel has seen positive changes beyond expectations. Not only have customers felt satisfied with the service experience, but even the company’s employees agree that work efficiency has significantly improved, and call-handling processes have become more streamlined and intelligent.

This is a great motivation for Stringee to continuously improve features, providing the most useful digital transformation solutions for sales contact centers and multi-channel customer care for all businesses.