Improving On-Site Agent Productivity, Efficiency and Accuracy
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.
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.
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:
“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
On July 19, 2024, Fox World Travel faced a major IT disruption due to a faulty update from CrowdStrike, which led to widespread system failures and a significant increase in call volume and duration. Our IT team swiftly mobilized, prioritizing customer-facing roles, and successfully restored functionality by the afternoon, ensuring our commitment to exceptional service remained intact despite the unprecedented challenge.
As part of Sysmex’s North American travel program, they utilize a local, in-country TMC in Canada to service their Canadian-based travelers. The Canadian TMC is essential in accessing local fares, complying with regulations, reporting on taxes, and providing Canadian French-speaking agents. With traveler data flowing from multiple sources, Sysmex preferred to consolidate their travel data into a single source to streamline data and reporting.
Ashley Furniture previously relied on static reporting, pulling travel program performance data manually to create reports. This process became tedious and labor-intensive, which ultimately hampered problem-solving efforts for the travel manager. Having to manually create reports also limited visibility to real-time data, where stakeholders were only able to view basic metrics and lacked real-time data insights.
Signify had a specific division comprised of travelers based in Canada that faced the challenge of centralizing North American travel services and data globally for their Canadian-based division. The goal was to provide a single service platform for travelers from Canada and the U.S., establishing a single operational and reporting system that would facilitate streamlined services and travel experiences for their Canadian travelers. Additionally, Signify was required to comply with Canadian laws and regulations while ensuring access to Canadian airline content.