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Hard Rock Handles Increased E-Mail and Call Volume Without Adding Staff by Using CRM

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Executive Summary

Hard Rock International operates restaurants, hotels, casinos, and concert venues around the world where guests can view the world's greatest collection of music memorabilia. The group lacked efficient mechanisms to track the 56,000 guest inquiries - a number set to increase by 20 percent annually - that these venues generated each year. To prepare its customer care team for the increased workload and establish customer service metrics, the company implemented Microsoft Dynamics CRM with help from Microsoft Gold Certified Partner Tribridge. The new solution pulls together information from different systems so that customer care representatives can more efficiently answer questions and resolve customer concerns.

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