HOMEAWAY (EXPEDIA)

Customer Success

How HomeAway Increased Their
Efficiency with AGG Services

HomeAway (a subsidiary of Expedia) is a vacation rental
marketplace with a website listing over 2 million rentals
in 190 countries worldwide. HomeAway connects
homeowners with individuals looking to book vacation
rentals. The company was experiencing serious time
losses from cumbersome, slow and inefficient software
which hindered customer service and sales teams.
HomeAway-Logo

COMPANY

HomeAway (Expedia)

Industry

Vacation Rentals

HEADQUARTERS

Austin, Texas

Company size

2000+ Employees

Salesforce Solutions

Custom, Service Cloud, Communities, Chatter

The Challenge

HomeAway faced the following Salesforce Challenges..
  • Customer service reporting was not robust.
  • Customer service system didn’t capture all required data.
  • Case processing was cumbersome and slow.
  • Logging region specific cases inefficient.
  • Sales had limited access to cases.
  • Integrations setup was complicated and time-consuming.

The Solution

HomeAway Salesforce Solution Provided By Access Global Group..
  • Implemented Service Cloud; cases set up with record types and support process.
  • Added required custom fields to service system.
  • Created page layouts based on region & customer type.
  • Launched Chatter & Files for internal communication and file storage.
  • Implemented new support process for cases to make ticket processing and logging seamless.
  • Sales team given full access to cases.
  • Integrations were set up using custom web services.
  • Implemented vendor Communities.

The Results

HomeAway Salesforce Results with Access Global Group Services.
  • Reporting is fast and robust for both management and sales.
  • Cases can now be logged in seconds.
  • Logging cases for different regions is now a straightforward process and standard company-wide.
  • Sales team is now able to access customer data synced from IBM Main Frames and Jack Henry (Financial).
  • System which helps to upsell related products to customers.

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