P&O’s outdated Cruise Personaliser application was soon to be decommissioned. The app, which was managed in the UK, was difficult for customers to use and resulted in 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 both facilitate a seamless check-in process and build excitement and confidence in the customer.
Our team worked closely with P&O to scope a solution that addressed key business requirements, while providing a stable platform for future phases of development. Cruise Control was the result of that work, incorporating a number of new features
- online payments, cruise schedule, and on-demand E-Ticketing - all with a vastly improved, responsive user experience
Our solution has been well received by both P&O and their customers. Calls to the call center have dropped significantly since the launch. 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.