Improving On-Site Agent Productivity, Efficiency and Accuracy

Situation

For the past ten years, Fox World Travel has provided travel management services and customized agent technology for one of the largest healthcare software companies in the world. The client operates a large, fast-paced, high-volume on-site travel department where agents’ productivity, efficiency and accuracy are priorities and integral to the company’s success.

Throughout this decade-long partnership, Fox worked closely with the client to monitor, evaluate and improve operational efficiencies by incorporating several customized solutions.

Solution

On-Site Assessment: Fox thoroughly assessed the onsite agent processes to determine which processes were taking longer than others and which were manual or redundant.

Automated Processes and Customized Scripts: Fox automated processes were integrated with the client’s internal systems to reduce agents’ manual data entry and decrease the risk of errors. A customized scripts package was programmed, cutting down on long entries to save agents and travelers valuable time during the booking process.

Custom Unused Ticket Library: Due to numerous name changes, Fox developed an interactive unused tickets library that enabled the agent team to search inventory and apply relevant and valuable unused tickets to new reservations.

Ticket Lifecycle Inspector: In addition to the agents gaining access to the unused ticket inventory, Fox built a tool that provided the client access to all tickets and historical changes and costs involved in the ticket’s lifecycle to assist with reconciling expenses.

Discoveries

Today, the client is extremely happy and getting the most out of their on-site travel program and continue to benefit from the following program efficiencies:

  • Customized automation has reduced the reservation process by three minutes per transaction.
  • Customized agent scripts are now used by the client’s agent team in the U.S. and the U.K., providing:
    • Consistency and accuracy across the travel program, minimizing agent errors.
    • Faster and more efficient reservation handling has reduced hotel booking time by 30-45 seconds.
    • Improved agent experience.
    • Ease of scripts and automated processes have shortened agent training from six weeks to two weeks.
  • The Ticket Lifecycle Inspector has benefited the client’s internal teams beyond the agents. The accounting team can access all ticket information and quickly answer audit questions and verify expenses.

“I can say that Ticket Inspector has essentially eliminated my need to use ARC when looking for previously logged ticket info. It allows me to link directly to the original trip without searching for the PNR.” – Client Accounting Administrator