RingCentral > Case Studies > Travel Leaders Enhances Connectivity and Customer Service with RingCentral

Travel Leaders Enhances Connectivity and Customer Service with RingCentral

Technology Category

Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Networks & Connectivity - Global Navigation Satellite System (GNSS)

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Personnel Tracking & Monitoring
Smart Campus

Services

System Integration

About The Customer

Travel Leaders is a full-service travel agency and the largest network of travel agencies in North America. Founded in 1984, the company is headquartered in Roswell, Georgia, and has more than 1,250 franchise locations. The company employs 75 people and also works with independent contractors. In 2008, the former Carlson Wagonlit Travel Associates, TraveLeaders, and Tzell Travel Group joined to form Travel Leaders. The company prides itself on its customer-centric approach and its commitment to providing high-quality service.

The Challenge

Travel Leaders, the largest network of travel agencies in North America, was facing significant communication and connectivity issues. The company, with its headquarters in Roswell, Georgia, and over 1,250 full-service and client-centric franchise locations, was using different phone systems at each location. This lack of uniformity made inter-office communication difficult and strained customer relations. The inability to transfer customer calls between offices meant customers had to hang up and dial a separate number, a process that was inconvenient and inefficient. The company was in dire need of a modern, unified business phone system that would enhance collaboration between offices and improve customer service.

The Solution

Travel Leaders turned to RingCentral Office® to address their communication and connectivity challenges. The switch to RingCentral has eliminated the issues that were interfering with the level of customer service provided by Travel Leaders. The intuitive nature of RingCentral’s system allowed for easy administration, even for those without a professional IT background. System changes could be made quickly and remotely, either via the web portal or the RingCentral mobile app. Furthermore, RingCentral's flexibility was particularly beneficial for Travel Leaders, where 80% of the employees work remotely. The new system enabled these remote employees to remain connected and accessible to their colleagues and customers without using their personal phone numbers.

Operational Impact

The switch to RingCentral has significantly improved Travel Leaders' operational efficiency. The unified communication system has streamlined inter-office communication, making it easier for employees to collaborate and share information. The ability to make system changes quickly and remotely has also increased efficiency and reduced downtime. Furthermore, the new system has enhanced the company's customer service. Customers no longer have to hang up and dial a separate number to reach different offices, improving the customer experience. The flexibility of the system has also allowed the company's remote employees to stay connected and accessible, further enhancing collaboration and productivity.

Quantitative Benefit