Sky’s the Limit: How Corporate Traveler Uses Gong to Refine Their Customer Journey
Customer Company Size
Large Corporate
Country
- Worldwide
Product
- Gong
Tech Stack
- Gong
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
Corporate Traveler and its online booking platform, melon, are 100% focused on customer experiences. From finding great deals to integrating with corporate expense systems, the customer journey is — literally — their focus. Despite that (and a great tech stack on the sales team’s side), the CS team worked mostly in Excel. Corporate Traveler realized that in order to truly provide a customer experience worth repeating, the team needed a platform that would help them provide five-star service. That’s when they implemented Gong.
The Challenge
Corporate Traveler’s customer success (CS) team wanted to invest in efficiency as a way to boost its customer adoption and retention rates. During the pandemic, they started using Gong, and have seen their adoption and retention rates improve dramatically. By streamlining their handover system and focusing on an accurate, trackable voice of the customer, Corporate Traveler has leveled up their CS game.
The Solution
The Corporate Traveler team initially used Gong to improve the customer onboarding process, leveraging it to create a single source of truth, and help CSMs build rapport with customers. At the time, the customer onboarding process was brand new and there was a lack of transparency in the process for other teams and agents. As a result, it was hard to train new hires with messaging that was aligned. Another important aspect of retaining customers is providing a single source of truth on the history of their interactions with the company. Selective memory and a lack of key information can contribute to miscommunication — an issue the Gong platform has nearly eliminated.
Operational Impact
Quantitative Benefit
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