Osmozis

Osmozis is a major player in WiFi and IoT solutions dedicated to outdoor hotels. Present on numerous sites in France and Europe, the group plays a key role in the digital experience of operators and vacationers.

As the peak season approached, the surge in requests for assistance represented a major operational challenge.

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The challenges of customer support in high season

In the outdoor hotel industry, the quality of the WiFi connection and digital services has a direct impact on:

• The satisfaction of vacationers
• The brand image of operators
• Customer loyalty

During the summer period, call volumes increase sharply:

• Connection issues
• Technical questions
• Activation assistance
• Incident tracking

Responsiveness is becoming essential. Waiting too long can degrade the user experience.

So the strategic question was:

How to absorb a massive peak in calls in less than 15 days while maintaining a high level of quality?

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The challenges faced by Osmozis

Osmozis had to:

• Set up an operational support system in less than 15 days
• Absorbing a large volume of incoming calls
• Maintaining a high level of customer satisfaction
• Preserving its brand image with operators and vacationers
• Structuring precise performance management

The challenge was operational, human and strategic at the same time.

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The solution implemented by HDB Solutions

In two weeks, HDB set up a dedicated team composed of:

• 15 FTES
• 1 Referral manager

This unit is in charge of managing incoming calls on all sites operated by Osmozis.

Extensive coverage 7 days a week

The device ensures a telephone presence:

• 7 days out of 7
• From 8 am to 8 pm

Ensuring rapid care during busy periods.

A team trained in Osmozis tools and processes

Agents have benefitted from:

• Accelerated onboarding
• From training in internal tools
• Alignment with communication standards

Objective: to guarantee a homogeneous, reassuring and empathetic discourse.

Immediate and structured treatment

The device includes:

• Fast call handling
• Email processing
• Follow-up of requests until resolution
• Detailed reporting

Weekly quality monitoring allows precise and continuous management.

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Deployment and operational organization

The success of the project is based on:

• Rapid mobilization of resources
• A clear structuring of processes
• Close coordination with the Osmozis teams
• Regular monitoring of performance indicators

The system was operational in less than 15 days, meeting the constraints of the high season.

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Impacts and benefits for Osmozis

Thanks to the intervention of HDB, Osmozis was able to:

• Absorbing the summer surge
• Maintaining a high level of customer satisfaction
• Ensuring responsive care
• Preserving your brand image
• Structuring scalable support

Outsourcing customer support has become a strategic lever to secure the high season.

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Why outsource customer support during a period of high seasonality?

In seasonal sectors such as the outdoor hotel industry, peaks in activity are predictable but difficult to absorb internally.

Outsourcing allows:

• To quickly activate qualified resources
• To absorb peaks without recruiting urgently
• To guarantee a constant level of service
• To maintain customer satisfaction
• To secure the brand image

For tourism and digital services players, the contact center is becoming a key tool for managing seasonal peaks.