Acuity + Bluegreen Vacations
Bluegreen Corporation is a leading vacation ownership marketing,
sales and hospitality company. Their Indianapolis-based customer care
center fields 1.2 million calls a year. Its agents provide service and
support to more than 170,000 owners in the Bluegreen Vacation Club.
Location: Boca Raton, FL
Customer website: www.bluegreenvacations.com
Bluegreen’s contact center operations are complex and supported
by a set of unintegrated internal and third party systems that made
effective performance management difficult.
- Producing a complete and accurate view of performance
was cumbersome and problematic.
- Associate accessibility to performance criteria and status
was incomplete and inconsistent.
- It was difficult to quickly identify and act on areas of strength
"Prior to deploying Acuity,
the effort required to prepare
and share performance
intelligence was manual,
time-consuming and inefficient.
Our team had established
intelligence principles and
practices, but we were limited
in our ability to fully leverage
them until we synthesized
everything through Acuity."
Year over year KPI/performance from June 2014 to January 2015.
“Better decision-making and process execution has resulted
in strong improvement in the metrics that matter to us the
Raised the bar on accountability
“Acuity provides visibility to every critical metric and enables
associates and managers to monitor their own performance.”
Precise execution of coaching, training and promotion
“Because we can now quickly and easily pinpoint areas of
weakness and strength, our capacity for mentoring, training
and coaching has dramatically improved – as well as our
ability to accurately identify candidates for promotion.”
Improvement across all KPIs
- Sales increased 27%
- Customer Satisfaction rose 3%
- Quality improved 7%
- Attendance improved 13%
- Reservation accuracy improved 4%
An engaged workforce
“ The visual impact of performance display via Acuity cannot
be understated. It makes tracking progress towards goals
simple, meaningful and engaging.”