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Kaluah’s outdated support system stood in the way of responsive action.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.