Click Travel Maintains Its First-Class Service with Vonage
Company Size
200-1,000
Region
- Europe
Country
- United Kingdom
Product
- Vonage
- Travel Cloud application
- NewVoiceMedia platform
Tech Stack
- Cloud-based services
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Infrastructure as a Service (IaaS) - Cloud Computing
- Platform as a Service (PaaS) - Connectivity Platforms
Use Cases
- Remote Collaboration
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Click Travel is a U.K.-based travel management company that helps other businesses reduce the cost and complexity of travel management. The company has a turnover of £200 million and has built its own Travel Cloud application, which allows customers to self-serve and book travel requests directly through the portal. Currently, a staggering 97 percent of its bookings are taken online. Behind the experience is a team of office and remote staff, all focused on security and first-class service 24/7. The great people, technology, and service are cornerstones of the Click Travel legacy.
The Challenge
Click Travel, a U.K.-based travel management company, was facing significant challenges with its on-premises phone system. The system was failing, leading to connectivity issues and hindering the company's ability to provide first-class service to its customers. The company has a geographically dispersed workforce, and the existing system was not able to handle this effectively. The company was also nearing the end of its contract with its previous supplier, adding urgency to the need for a new, reliable solution. The new solution needed to resolve connectivity issues, provide deeper insight into team performance, and be implemented within a tight timeframe.
The Solution
Click Travel partnered with Vonage to move its contact center to the cloud. The company used Vonage's NewVoiceMedia platform, which automatically records all activity and provides deep granular insight into performance. This made management reporting and coaching simple. The platform also allowed Click Travel's employees to work remotely easily, improving engagement and retention. The implementation of the new solution was done within the company's ambitious timescales, thanks to NewVoiceMedia's true cloud delivery.
Operational Impact
Quantitative Benefit
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