In addition to deploying RingCentral MVP to all businesses nationally, to date Journey Beyond’s rail division and Rottnest Express have rolled out RingCentral Contact Centre, with onboarding for another two businesses in progress. A key advantage of the tight integration between UC and CC is the customer service operation’s accessibility for the entire Journey Beyond team.
“At a national integrated level, we can have subject matter experts in each of our experiences available to deliver unrivalled customer experience, with economies of scale so if one team is under duress in terms of call volumes, the call can be overflowed and picked up quickly by a consultant with secondary expertise in that brand,” says Brohier.
Journey Beyond is supporting its customer experience drive by integrating RingCentral Contact Centre with Salesforce to develop omni-channel CX capabilities and build towards a 360-degree view of the customer.
“We are building up our ‘Know You Customer’ strategy, which starts with our customer service agents knowing who you are when you call any of our Journey Beyond brands,” says Mazumdar.
The integrated RingCentral Contact Centre solution also makes it easier for agents to find and prioritise a response to specific customer emails within the universal queue.
Journey Beyond has also rolled out RingCentral’s workforce management functionality to better align agent availability with customer demand. The advanced feedback capabilities allow Journey Beyond to measure customer net promoter scores (NPS) right down to the consultant level. That NPS functionality will then be integrated into Salesforce, enhancing the 360-degree view of the customer experience.
The contact centre and its integration with Salesforce will also be crucial in rolling out differentiated services based on the customer’s status within the Journey Beyond Travel Club.
RingCentral’s quality management functionality is providing Journey Beyond with a level of automation to ensure the contact basics are being completed, allowing leaders to focus on scoring the more complex or intangible components of customer engagements – delivering a recording of both the call and what is happening on screen at the same time. Brohier highlights the importance of calibration in quality management: “We've had many sessions where our leaders look at the same calls and score them. We then have a calibration session to see what the outliers are, and work through a standardisation in terms of quality.”
“Quality analytics completes the picture in terms of everything we need to see from a skills gap perspective.”
Some of the other more advanced capabilities Journey Beyond is taking advantage of are the ability for agents to conduct multiple, concurrent chat sessions, and a call back feature that holds the customer’s place in the queue and calls them back.
With the business still midway through its transformational journey, Mazumdar emphasises the importance of the relationship with RingCentral in the ongoing success of its program. “Journey Beyond and RingCentral are partners. Together, we discuss and decide what we are going to implement, and what's going to work well for our business, and ultimately, our customers.”