Case Study – Travel Intermediary (Ferry Bookings)
Problem
An International Travel Booking Intermediary takes ferry bookings through its website. These bookings are added to its Virtual Inventory (VI). Every time a booking is made by a customer, an equivalent booking needs to be made with the travel operator. Where inventory is no longer available, alternative options need to be relayed to the customer and on confirmation from the customer, the booking needs to be made with the travel operator. Once the booking is made, the booking needs to be confirmed to the customer.
With a huge peak of demand over the summer months, the business needed to recruit, train and manage approximately 5x the staff for the Contact Centre / admin team compared with the off season.
Manual process leads to huge costs. Queues at busy times lead to poor perception from customers as bookings not confirmed in a timely manner.
Solution – Phase 1:
IntelliAgent trained to process virtual inventory bookings across multiple operators. It communicates back and forth with the customer to confirm changes when needed and sends confirmation to customers when booking is completed.
As a result, the requirement to temporarily recruit large numbers of staff for the summer period was massively reduced. The core team of advisers were able to focus on handling the more interesting complex customer enquiries.
Solution – Phase 2:
Other areas of customer service identified to be automated including handling 90%+ of emails – dealing with cancellations, amendments and FAQs. IntelliAgent trained to fully and automatically deal with these enquiries 24x7 vastly improving customer experience.
State of Automation |
|
|
Manual |
|
|
Manual |
|
Issues |
|
Expensive manual
processing |
|
|
Large volume of
repetitive admin
work dealing with
Virtual Inventory
bookings
|
|
|
Poor employee job
satisfaction
|
|
|
Need to massively
scale operation up
for peak season
and down again
afterwards |
State of Automation |
|
|
Automated |
|
|
Manual |
|
Benefits |
|
|
Increased
employee
satisfaction
|
|
|
60% reduction in
cost of processing
Virtual Inventory
bookings
|
|
|
No need to recruit,
train and manage
temporary staff over
summer peak
massively reduced
|
|
|
Customer bookings
confirmed rapidly
and dealt with 24x7
for better customer
experience
|
State of Automation |
|
|
Automated |
|
|
Automated |
|
Benefits |
|
|
90%+ of customer
service dealt with
near
instantaneously,
24x7
|
|
|
Further reduction in manual dealing with all aspects of customer service |
|
|
Human agents free
to focus on more
complex bookings
such as multiple
parties traveling
together
|
Demo
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