Transition to Travelport Smartpoint Exceeds Expectations

SITUATION

The client, a leading commercial furnishings company with its own dedicated in-house travel department, selected Fox World Travel (Fox) as their new travel management company. Before partnering with Fox, the client used a different reservation (GDS) system than the Travelport Smartpoint platform offered by Fox. The challenge presented to Fox was to ensure a seamless transition to Travelport Smartpoint with the least amount of disruption to their travelers or organization.

SOLUTION

Fox applied the following customized programming, comprehensive training and dedicated support that would exceed expectations:

AN OPERATIONAL NEEDS ASSESSMENT

Fox assigned an operations manager to perform a detailed evaluation of the client’s current travel operation. This audit included observing the day-to-day workflow of the on-site travel agent, identifying manual processes, scripts and pain points to determine necessary custom programming and training.

CUSTOMIZED PROGRAMMING AND SITE SETUP

Based on the evaluation, Fox set up client-specific programs and custom scripts within Travelport Smartpoint, including:

Smartpoint Translation

Feature This valuable feature enables the agent to mix and operate multiple GDS system languages in the same record, such as Sabre, Galileo, Apollo and Worldspan. For example, Travelport will translate entries into the system language if an agent inadvertently enters a command from another GDS.

Smartpoint Plugin

Fox’s proprietary Smartpoint Plugin guarantees that the client’s information is displayed consistently for the agent to access and utilize during the reservation process. The plugin ensures that policy, contract management and group travel are managed directly at the agent’s point of sale, streamlining the booking process.

HANDS-ON CUSTOMIZED TRAINING SESSION

The dedicated Fox operations manager conducted a customized two-week training session. The first week included:

  • Daily one-on-one sessions.
  • System setup and programming customized scripts that help improve operational efficiencies.
  • Ensuring the client’s preferred suppliers, negotiated rates and travel policies were loaded and accurately displayed at the point of sale.
  • In-depth walk-through of the Travelport Smartpoint system and the booking process.
  • Answering technical and procedural questions.

By the second week of training, the focus shifted to the agent booking live reservations independently, with the dedicated Fox operations manager providing support. As a result, the agent confidently did not need further training.

FOX ON-SITE SUPPORT TEAM

In addition to the ongoing support provided by the Fox operations manager, the client’s agent is also supported by the Fox On-site Support Team to help answer any questions or provide assistance with ticketing or exchanges, if required.

DISCOVERIES

Since transitioning from the antiquated, dated technology of their previous GDS, Travelport Smartpoint effectively replaced the client’s original blue-screen system and cryptic controls with an intuitive graphical user-friendly interface. The interactive, point-and-click booking tool made the end-to-end booking experience faster for the traveler and more convenient for the agent. Combined with the dedicated training and the ease of the customized Fox scripting, Fox has eliminated all manual entries, improving program efficiencies, agent productivity and overall program financial success.