Contact Center Solutions Featured Article

Sears Travel Clients Now Benefit from eConcierge from Contac Services

August 21, 2009

Contac Services Inc., a direct marketing print and fulfillment company located in Canada, is pleased to announce the addition of Sears Travel to its growing list of prominent eConcierge clients. 

eConcierge is positioned as a revolutionary platform designed to offer guests an added convenience, connectivity and information regarding every aspect of their vacation packages. This platform was initially launched in March 2009 with WestJet Vacations.

"It is becoming increasingly difficult for service providers to differentiate themselves in such a competitive environment," said Riaz Pisani, Contac President and CEO, in a statement. "But with eConcierge, organizations such as Sears Travel are able to take their service offering to the next level and reach out to their customers in a personalized and relevant way."

For every guest who books a vacation package with Sears Travel, eConcierge generates a personalized website (PURL) and resource booklet. Both tools contain information customized to a guest’s needs and itinerary.

Guests can use the PURLs to review the details of their itinerary, such as flight and hotel information, while also quickly and securely renting a car, shopping for merchandise and reserving tickets for events taking place in the city to which they are traveling.

"Sears Travel is known for its commitment to customer service and now, with this partnership, we're bringing together our industry leadership with Contac's world-class technology and infrastructure to offer our customers a level of service we never thought imaginable," said Jeffrey Jackson, Vice-President, Sears Travel.

Travelers can forward their PURL to friends and family, upload photos, create personalized photo albums and share details of their vacation on social networks such as Facebook.

"The next step is to integrate eConcierge with Sears Travel's rewards program where guests would then be able to book activities and accessories from their customized PURL with their Sears Travel reward points," added Pisani.

eConcierge is launching in 25 Sears Travel destinations with more being added in the coming months.

Pisani continued, "Our goal is simple: we want to give every Sears Travel guest the opportunity to create the trip of a lifetime. By integrating everything they need into one centralized location in eConcierge, we are thrilled to see that this goal has become a reality."

Contac’s CEO Pisani is making waves in the industry, having recently been named a finalist for the 2009 Ernst & Young Entrepreneur of the Year Awards in the Pacific Region. Pisani has been recognized for leading the company through significant corporate milestones.

As a keen attention to detail is imperative in every customer service initiative, Contac should enjoy a growing demand for its solutions, especially as the world prepares for the coming economic recovery. Even if consumer spending is slow, company loyalty is of utmost value.

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Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Tim Gray