Customer Service Still the Heart of a Business

Now more than ever, bookings are on the rise for the cruise industry. Cruise Lines International Association, the industry's largest trade association, estimates that 23 million people will board ocean-bound cruise ships this year, an increase of 4.4 percent over last year.

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With an increasing number of potential passengers desiring to take their first cruise, making strategic business choices that strengthen the relationship between a cruise line and its passengers is of paramount importance. Princess Cruises can say confidently that they have the technology necessary to ensure and support a better user experience for both their customers and their staff. The understanding that customer service is the heart of their business, as well as the support of Intel technology, enables them to position themselves ahead of their competitors. Why is that?

Love at First Call

Princess Cruises, one of the largest global cruise lines worldwide, transports passengers to more than 300 exotic locations yearly. While providing world-class amenities, activities and entertainment for their guests, Princess Cruises uses more than 6,000 geographically dispersed PCs to handle a full range of business tasks.

Of these PCs, 780 make up the company’s worldwide customer call center, which provides the first interaction between potential clients and Princess Cruises’ vacation planners. With all new PCs equipped with Intel Core vPro processors, Princess Cruises can confidently meet customer service demands. Whether guests are booking their first cruise trip, or out in the open sea, exploring exotic locales; these mighty PCs are able to run a variety of business applications that are essential to meeting customer demands and building a relationship of trust.

Princess Cruises utilizes a special system where cruise vacation planners will be linked with the same passengers for all correspondence, forever. This special system allows for the passenger to have a more personal and familiar experience when calling for potential updates or questions they may have. This level of customer engagement is made possible due to Intel technology. With a performance increase of 15 percent for Princess Cruises’ internal booking engine, technical difficulties and poor performance issues are things of the past. Passengers are happy to speak with cruise vacation planners who can effectively search, look up and deliver information in a much more timely fashion. Who says love doesn’t start at first call?

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Global Connectivity Support

One of the challenges Princess Cruises faces is ensuring that their employees are ready to provide answers and solutions to their guests’ questions and problems effectively. The solution to this challenge is making sure that employees are not only skilled in customer service, but are given the right tools to enable efficiency.

Being a global business, Princess Cruises has many remote locations, like Alaska, where certain services available for cruise passengers, such as motor coach or hotel services, can only be arranged through applications found on a PC. In the past, if an employee were to experience PC problems, they would be unable to move forward until they received a desk-side visit or chose to mail in their PC for repairs.

In our fast-paced world, where guests are increasingly accustomed to instant satisfaction, waiting days for a PC to be repaired in order to fulfill a guest’s request is not only unrealistic, but not a viable option.

Luckily, Princess Cruises’ new PCs allow employees to take advantage of the Intel vPro Platform which enables remote management. Finally, no matter where employees are located worldwide, they can be assured that they will have access to PC help.

What does that mean? More valuable time that can be spent engaging with customers and building a relationship of trust. With constant accessibility to PC help, employees can feel confident in their tools, and in turn, empowered to provide world-class customer service to their guests.