Emenac

BACKGROUND

Introduce your business and what you do there.

I am the project manager of Virikson Travel. We’re a travel agency and tour operator which provides holiday tours to people in the U.K and America. I look after projects in Morocco and Dubai.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emenac?

We were looking to provide better customer service. We wanted people to interact in a more professional way with our clients on the telephone.

SOLUTION

What was the scope of their involvement? 

We hired their call center services to interact with our clients, which is going well so far. If any of our clients make a call, it goes directly to Emenac. They also make outbound calls as well and provide us with call center services for bookings as well as customer support. They provide us with data on a daily basis and then we close the bookings and send tickets, as well as forwarding information to our clients.

What is the team composition?

We work with about 15 people from their team who take care of the bookings we receive. We needed a large team to cater to all the bookings that we receive on a daily basis.

How did you come to work with Emenac?

I was looking for a company and found them online. I initially came across around eight companies and discussed the issue with all of them. Emenac gave the best package and better options per seat. I had also read some reviews that they were already connected with the travel industry, which is why we decided to go with them.

What is the status of this engagement?

We have been working with them since 2015 and the work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We evaluate their services on whether customers have their problem solved and on time, or if anything is delayed. They have a success rate of around 90%–95% every month, so they are doing well. The more you get to know someone’s business and having a capable team to carry that work along, the better a service you can provide. They took the time and now they know the procedures and what exactly it is we require. They are a perfect fit.

How did Emenac perform from a project management standpoint?

They manage the work very well and are now part of our team as we have been working with them for a long time. They are a major part of our business.

What did you find most impressive about them?

Their management is impressive, as is the discipline they have; how they manage the teams to deliver the work on time and provide good customer satisfaction. We get a service from them and we need our customers to be satisfied. I was worried about some of these aspects in the beginning, but they have covered those things well with the passage of time.

Are there any areas they could improve?

There is always room for improvement. I would prefer if I was able to get more seats for my business. I am looking forward to having around 10 more people and to further training the previous teams. They should be able to fit more in less time. Looking at the previous experience I have had with them, I am looking forward to that.

Do you have any advice for potential customers?

Select the company by testing the services that you need or the things that really matter to your company in order to get more business in terms of quality deliverance. Make a decision with some patience as there are good and bad, small and large companies. 

With Emenac, it took me over a month to do that. I would recommend people to give them some time. The way they train their staff regarding the services they require is impressive, and the credit for that goes to the management. The tighter the grip, the better results you get. We are planning to expand even further based on what they have delivered in the past 2 years.