Kaluah Tours Dynamic Customer Service Solution

Kaluah Tours is an agency that has been creating and managing international vacations for clients across Latin America for almost twenty years.

Client
Kaluah Tours
Service
Web App and API Development
Industry
Hospitality

Project Overview

Scattered Customer Service

Tourism has been good to Kaluah Tours - and vice versa. They have a reputation for outstanding customer service, with satisfied travelers coming back time and again.

For a while, though, living up to their own high standards was putting a strain on the company. Multiple tours going different places, all with their own complications, gave rise to a flood of customer service issues. Nearly every problem called for rapid responses to avoid ruining someone’s vacation.

Kaluah’s outdated support system stood in the way of responsive action. Every customer inquiry and technical support request went to the same central email address. The inbox was managed by a handful of different employees. Worse, there was no consistent tracking system in place. An email might be answered by three different people or fall through the cracks entirely.

The rest of their digital infrastructure was in good shape, though. Kaluah didn’t want to scrap a system that was 90% effective to fix the 10% that was causing trouble. This is becoming a common problem for companies - trying to find solutions that fit into their existing infrastructure.

Streamlining Support

Concepta sat down with Kaluah’s team to explore a better way of handling customer communication. They looked at other internal processes, then put together a tool that could seamlessly connect to those systems.

The solution they built revolves around a custom form-based system that gathers information about each request. Customers can specify the exact nature and urgency of their issue. That information is used to direct requests to the appropriate office.

At the same time a ticket is created that tracks the request. Every request is assigned to a specific department, and with tracked tickets everyone can see what progress has been made.

A Solution That Fits

Because Concepta prioritized compatibility from the start, the new system fits smoothly into the existing management software. Leaders can take a bird’s eye view of open tickets or tweak their dashboard settings to provide a closer view of support in real time.

Using this system, Kaluah can provide faster, more personalized customer service to their clients. At the same time they’ve reduced their overhead by cutting out duplicated efforts and reorganizing the support process. Better yet, they were able to keep the parts of their infrastructure which did work.

The result? Kahlua now has leaner, more effective operations with a lower investment.

Is your company struggling with outdated processes?

Set up a free consultation to find out how Concepta can efficiently- and economically- modernize your infrastructure to meet modern challenges.

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Scattered Customer Service

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

Don't Take Our Word For It

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“Professionalism. Their ability to efficiently problem-solve and get to the core of the problem stood out.”

Stephan Fortier
Co-founder
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"Their quality of service and care for providing an excellent product really made them stand out."

Megan Rojas
Project Manager
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“Concepta has displayed substantial expertise, capabilities, people, processes, and technology needed to support our efforts in developing a customized MRP program.”

Vladislav Rozhkovskiy  
Former Product Manager