Elevating White-Glove Concierge for a Private Aviation Leader
A premier U.S. private aviation membership company was feeling operational strain—rising domestic labor costs and attrition were eroding service consistency while members expected flawless, private, white‑glove care. They partnered with Fusion CX to re‑engineer concierge workflows, centralize non‑voice operations offshore, and separate administrative work from precision‑critical tasks—without sacrificing the brand’s premium experience.
As a trusted concierge support partner, Fusion CX helps premium travel brands scale coverage, safeguard quality, and reduce cost—all while freeing in‑house teams to focus on high‑impact exceptions and member relationships.
In this case study, you’ll see:
- The forces behind rising service costs, throughput gaps, and white‑glove risk
- How an offshore, non‑voice hub in Cebu—powered by SOPs, QA scorecards, and workforce management—improved speed, accuracy, and peak‑time coverage
- The measurable outcomes: 21k+ monthly transactions, 61% cost savings, 98.87% MoM quality, 2% quarterly attrition, a KPI composite at 107% vs. goal, and response times beating targets by 5%+
THE FUSION CX-FACTOR
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