- Networks & Connectivity - 5G
- Platform as a Service (PaaS) - Application Development Platforms
- Healthcare & Hospitals
- Telecommunications
- Quality Assurance
- Sales & Marketing
- Experimentation Automation
- Time Sensitive Networking
- System Integration
- Training
Collinson is a global leader in customer benefits and loyalty. The company delivers exceptional travel, assistance, and insurance products that differentiate value propositions, and loyalty solutions that win deeper, more valuable customer relationships. Collinson is a global, family-run organization with thousands of employees. The organization delivers traveler experiences, medical and security assistance, travel medical services, and insurance products to its corporate customers and partners in 13 countries.
Collinson, a global leader in customer benefits and loyalty, was facing challenges with its customer service operations. The company was using a legacy telephony platform for customer communication, which was limited to two channels: email and phone. These channels were siloed, and operations were highly manual, leading to inefficiencies. Collinson wanted to improve the efficiency of customer interactions and bring services to market quicker. The company also wanted to shift from a CapEx-based cost model to a consumption-driven model. In 2020, the company had to accelerate its digital transformation project timelines to quickly equip customer service agents to work from home due to the pandemic. Furthermore, disruption in the travel industry prompted a new business requirement for Collinson to begin offering COVID-19 testing facilities at partner airports, which required customer service support from agents working from home.
Collinson partnered with Freshworks and Amazon Web Services (AWS) to transform its customer service operations. The company replaced its legacy Avaya telephony platform with the Amazon Connect omnichannel cloud contact center. Freshdesk, a cloud-based omnichannel engagement solution designed by Freshworks, was implemented to help agents rapidly resolve customer inquiries with workforce automation. The Freshdesk dashboard offered visibility across multiple channels such as chat, email, and voice through a single, unified interface. Collinson was able to migrate 120 phone lines to Amazon Connect in 2–3 weeks, including training time for call center agents. The company also rolled out the Freshdesk omnichannel solution including Amazon Connect calls, email, and Freshchat on social media. With the support of Freshworks, Collinson was able to introduce airport testing and had facilities up and running in three weeks.
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