Smooth 'Cruise Control' for P&O
P&O’s outdated Cruise Personaliser app was soon to be decommissioned. It became evident that the UK managed app was difficult for customers to use with a large number of calls to the call center. P&O engaged us to create a new, more robust solution that could be managed by the local team and include a range of new features to facilitate a seamless check-in process and build excitement and confidence in the customer.
Calls to the call center have dropped significantly since the launch and our solution has been well received by both P&O and their customers. User engagement with the new site has been high, with over 320,000 customer interactions in the first month alone. After obtaining their ticket, 90% of customers are browsing through to view additional offerings, with a 30% conversion rate.