Streamlining Post Travel Operations with Automation

Optimising Post-Travel Workflows for Enhanced Efficiency and Customer Satisfaction

Customer Overview:

The customer is one of the largest American travel and hospitality conglomerates, focused on packaged travel and resort/brand management across Mexico, the Caribbean, Hispanic America, Europe, and the Middle East.

Challenges:

• Data Overload: The post-travel department received numerous customer requests and complaints through various channels, including unstructured emails, online forms, and contact center communications.
• Manual Processing: The existing process involved manual filtering of emails via Outlook, followed by processing in a central system based on received dates, leading to time-consuming operations.
• Resource and SLA Management Issues: Monitoring SLAs, individual performance, and turnaround times required manual data collection from multiple sources, resulting in inefficiencies and basic queue management.

KPIs Impacted

• Average Handling Time (AHT): The time agents spend handling customer requests.
• Agent Performance: Efficiency and effectiveness of agents in resolving issues.
• Customer Resolution Turnaround Time (TAT): The duration from receiving a customer request to its resolution.

Process Description

The post-travel department manages customer complaints and requests related to services such as hotels, airlines, car rentals, and other vendors.

Modes of Communication:

1. Email (MS Outlook): Customers send emails detailing issues encountered during their travel. These emails, often unstructured, are filtered into relevant folders.
2. Online Forms: Customers submit forms on the company's website, which trigger emails automatically routed to appropriate folders.
3. Contact Center: Agents document customer issues manually and send emails to designated addresses, which are then categorized using Outlook rules.

Solution Implemented:

Tool Used: Microsoft Power Platform (Power Apps and Power Automate)

Highlights of the Solution:

• Automated Ticket Creation: Incoming communications are automatically converted into actionable tickets based on predefined rules.
• Email Filtering: Unwanted emails are eliminated through keyword and context mapping.
• Optimized Routing: Emails are routed automatically with cyclic ticket assignments to balance workloads.
• User-Friendly Interface: An intuitive UI allows agents to track tickets efficiently.
• Integrated Communication: Agents can send emails directly from the platform, facilitating seamless inter-departmental communication.
• Comprehensive Tracking: The system tracks and displays ticket history across different systems.
• Role-Based Access: Ensures secure data handling with role-based user access.
• Integrated Reporting: Provides robust report management for performance monitoring.

Results:

• 70% Faster Task Completion: Streamlined automation accelerated task completion rates.
• 40% Reduction in Labor Costs: Automation reduced the need for manual intervention, cutting labor expenses.
• 40% Decrease in Processing Errors: Standardized workflows minimized errors in handling customer requests.
• 50% Improvement in Customer Satisfaction: Quicker turnaround times enhanced the overall customer experience.
• Enhanced Scalability: The solution is designed to accommodate increasing workloads and complex workflows.y.

Infarsight's implementation of the Microsoft Power Platform transformed the client's post-travel operations by reducing manual efforts, minimizing errors, and improving overall efficiency. This scalable solution empowered the client to deliver faster resolutions and enhanced customer satisfaction, laying the groundwork for sustained growth in their customer service capabilities.