bmibaby, part of the bmi group, is a low cost airline operating over 750 return flights a week from four UK bases: Birmingham, Manchester, East Midlands, and Cardiff to 24 European destinations.
To gain market share, bmibaby wanted to deliver a customer experience that would promote customer loyalty. The key challenge they faced was how to deliver a great customer experience without increasing costs.
bmibaby wanted an outsourcing partner who were experts in delivering customer management, had in-depth knowledge of multiple industry sectors, giving them access to innovative ideas and solutions, and could deliver a cost eff ective service that would enhance also the customer experience.
Following a four-month tender process, bmibaby selected Vertex to be their chosen partner.
Solution
We worked in partnership with bmibaby, to develop a comprehensive transition plan that would enable operations to be migrated from the previous outsourcing provider seamlessly. In just 12 weeks, the bmibaby operation was up and running. In this time, we successfully developed the transition plan, implemented the IT systems and processes required and recruited and trained staff. All of this was achieved without impacting the customer experience.
Results
- Introduced a market leading ‘Dropped basket’ solution delivering in excess of 25% conversion rate
- Delivered a successful transition which resulted in our team receiving a client satisfaction score of 9.1 out of 10
- Dramatically reduced the average handling time learning curve targets by 52% in just 8 weeks
- Achieved an independent customer service quality score of 73.9% through a leading external benchmark organisation
- Forecast call volumes exceeded by 10%
Download the bmibaby case study