Case Study: Herschend Decreases AHT by 12% With UJET

Herschend Family Entertainment Corporation (Herschend) is the world’s largest family-owned themed attractions company, with more than four dozen destinations, including theme parks, resorts, and immersive experiences.

Guided by its purpose of Creating Memories Worth Repeating, Herschend’s 22,000 hosts deliver Heartspitality – a blend of heart and hospitality that brings families closer together.

To ensure this spirit is reflected in every guest interaction, Herschend has unified its contact centre operations on a modern, cloud-based platform.

The Challenges

Three years ago, Herschend Family Entertainment embarked on a journey to centralize its contact centre operations.

The company recognized the need for a single, unified platform that could support omnichannel communication across all of its locations.

The goal was to overcome the fragmentation of their existing systems, which made it difficult to provide a consistent and efficient guest experience across their various properties.

The company was challenged with finding a solution that could not only handle the complexities of a large, multi-property enterprise but also scale to meet the fluctuating demands of the hospitality industry.

They needed a platform that would improve productivity and operational efficiency while simultaneously enhancing guest satisfaction.

Herschend’s team also recognized that to improve their guests’ experience, they needed a partner that understood the importance of engaging guests on their preferred communication channels.

They were looking for a forward-thinking solution that could adapt to the ever-changing landscape of customer preferences.

The Solution

After a comprehensive evaluation process, Herschend Family Entertainment selected UJET as its contact centre partner.

The implementation was designed to be smooth and was customized to fit Herschend’s specific pace and operational complexity.

The UJET platform provided a centralized, omnichannel solution that unified Herschend’s various contact centres, enabling a consistent and high-quality experience for guests, regardless of which property they were contacting.

UJET’s solution offered the capabilities Herschend needed, including a robust suite of voice and digital engagement tools, along with powerful analytics and AI integration.

This enabled Herschend not only to consolidate its operations but also to gain a deeper understanding of its guest interactions.

The platform’s ability to integrate with Herschend’s existing systems and its ease of use for agents were key factors in the successful deployment.

The partnership with UJET has allowed Herschend to implement a scalable and forward-thinking solution that aligns perfectly with its evolving needs.

This means they can continue to deliver personalized, high-quality service, even as the company grows and adds new properties.

The Results

“Since deploying UJET, we’ve seen measurable improvements across the business. Average Handle Times have decreased by 12%, we’ve reduced costs by 6% per contact, and, most importantly, we’ve improved our Net Promoter Scores by 9% by being able to engage guests on their preferred channels.

This partnership has allowed us to deliver the high-quality, memorable experiences our guests expect,” said Vince Mavente, Contact Center Director, Herschend Family Entertainment.

Since implementing the UJET platform, Herschend Family Entertainment has seen significant and measurable improvements in its contact centre operations.

The company has realized gains in productivity through reduced handle times and cost savings by optimizing resource allocation across the enterprise. Specifically, Herschend has decreased its average handle times by 12% and reduced costs by 6% per contact.

Most importantly, the partnership has led to a noticeable improvement in guest satisfaction. Herschend’s Net Promoter Score (NPS) has improved by 9% because they are now able to engage guests on their preferred channels, providing a more convenient and positive experience.

The UJET platform has enabled Herschend to maintain its commitment to creating memorable experiences, even during support interactions.

UJET continues to be a scalable and forward-thinking solution for Herschend Family Entertainment. The company plans to leverage UJET’s capabilities in workforce management, advanced analytics, and AI integration to further enhance its operations.

With a robust product roadmap and a strong commitment to continuous improvement, UJET is positioned to support Herschend’s continued growth and its mission of bringing families together by creating memories worth repeating.

This blog post has been re-published by kind permission of UJET – View the Original Article

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Author: UJET