Operational transformation and excellence in reservation services.
We implemented a specialized contact center model focused on sales and service excellence, powered by optimized processes and real-time performance management.
High costs, long handling times and low conversion
Before partnering with Wepartner, the company faced high operating costs, long handling times and limited specialization, diverting resources away from its core business. The client needed to reduce OPEX and AHT, increase conversion and average ticket value, lower abandonment rates, and build a flexible, scalable operation aligned with seasonal demand.
A specialized sales and customer service team
We deployed a specialized sales and service team, redesigned end-to-end processes, implemented real-time performance tracking and integrated advanced technology under an OPEX model, delivering greater agility, control and scalability.
Operational Performance: Before vs. Wepartner
| KPI | Before | Wepartner | Improvement |
|---|---|---|---|
| CSAT | 93% | 97% | +4 pts |
| AHT | 11 min | 9 min | -18% |
| Abandonment Rate | 4% | 1.5% | -62% |
| Sales Conversion | 29% | 37% | +28% |
| Average Ticket | $5,645 | $7,836 | +39% |
Key Results
Customer Satisfaction
Sales Conversion
Revenue per Reservation
Strategic Benefits
Measurable Business Gains
Significant OPEX reduction by shifting fixed costs into a variable model. Increased profitability through stronger sales performance and greater efficiency, while freeing internal teams to focus on strategic growth.
Long-Term Value
Greater customer loyalty and repeat business, combined with a stronger competitive position driven by operational agility.
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