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Case Study

Universal Orlando boosts CSAT and builds loyalty with SMS customer service

  • Universal sought to provide exceptional customer service through increased communications with guests
  • Wanted a convenient channel to provide real-time communications
  • Implemented an SMS solution to boost customer satisfaction

"[The] implementation was incredibly smooth, and we have seen an increase in our CSAT levels since the SMS service was enabled; we look forward to adding new channels."

Fernando Flores Kato Vice President, Universal Parks and Resorts Vacations

The Business Issue

Universal Studios Orlando was searching for new ways to support the emerging generation of guests visiting its theme parks and resorts. If it could harness technology to enhance the customer experience, the hospitality company could drive up satisfaction, loyalty, and retention levels. Universal needed a convenient, timely way to inform customers of important details – particularly at the beginning of the trip, when seamlessly getting the guests to their destination is critical to maintaining high satisfaction levels. Universal was also looking at ways of leveraging technology to enhance its customer service. If the company could make this process effortless, guests could spend less time talking with contact center agents and more time enjoying the pleasures and thrills of Universal Orlando.

The Solution

Launching SMS offered one such way of enhancing their experience. SMS could provide asynchronous two-way communication between the customer and Universal, enabling guests to receive information and resolve issues without interrupting their vacation time. Universal enhanced its customer engagement environment with a digital messaging platform powered by Pega. Today, guests who book their vacation package with Universal receive a physical package in the mail with details about their trip, including an SMS number they can use to communicate with Universal’s customer service department. Guests can make changes to their travel plans, book a reservation to a restaurant or request a room change through SMS. They also can speak to a live agent to assist them further.

The Results

Launching its SMS solution helped Universal increase customer satisfaction levels. The enhanced engagement with guests has also boosted customer retention and built customer loyalty. Universal has introduced new revenue opportunities through special deals and incentives sent directly to customers. Universal’s success using Pega Unified Messaging for running its SMS program has led to an expansion of channels within the platform, enabling agents to connect with customers using both SMS and live chat channels from a single dashboard.

Related Resources

An introduction to unified messaging.

Air Europa: A commitment to customer centricity.

Seamless digital customer experiences with Pega Unified Messaging.

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Industry: ホテル・娯楽 製品エリア: カスタマーサービス 課題: カスタマーサービス 課題: 顧客生涯価値