Travelport Smartpoint Drives Process Efficiency and Agent Productivity
SITUATION
Our agents needed an integrated platform to identify and reserve options unavailable in the traditional agent reservation system to give our customers the best deals and the broadest possible range of travel content. Fox also needed a better system to efficiently book travel for our customers and be empowered with confidence, regardless of their level of travel industry experience.
SOLUTION
The Travelport Smartpoint reservation system allows Fox agents to quickly and easily compare fares from 400 traditional airlines and low-cost carriers. Additionally, agents can access content from approximately 650,000 hotels and 36,000 car rental locations simultaneously when booking air reservations. This system centralizes air, car, and hotel fares into one interface. To further aid our agents during the booking process, Fox developed proprietary Smartpages technology to
complement Smartpoint. It guarantees that client-specific information is displayed consistently for agents to access and utilize during the reservation process. This technology ensures client policy, contract management, and group travel are managed directly at the agent’s point of sale. Fox applies pop-up messaging for travelers with special considerations, ensuring their unique requirements are displayed for agents to use with every call.
To increase agent adoption of Travelport Smartpoint technology, Fox:
- Launched an in-house training plan for all agents, Smartpoint Academy, to integrate it into their daily workflow and follow up training with Tips of the Week.
- Introduced a monthly incentive program for each associate that achieved 80% or higher adoption of Smartpoint.
DISCOVERIES
Before Travelport Smartpoint technology, training new staff to use cryptic commands took weeks and several more weeks until they gained confidence working within the traditional system. With this technology, Fox can train new agents quickly, empowering them to deliver excellent service from day one, regardless of their level of travel industry experience. Smartpoint and Smartpages streamline training, maximize agent productivity, and improve our customers’ experience. Fox was awarded “Travelport Smartpoint Partner of the Year” as an early adopter and industry leader in the U.S.
“With Travelport Smartpoint, every customer interaction is much faster and more efficient. As well as helping us improve the customer experience, agents can serve more customers, contributing directly to our bottom line.”
– Fox World Travel Leadership Team
