Travelport Smartpoint Drives Process Efficiency and Agent Productivity
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.
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:
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
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.