Traveloka Manages a 10x Spike in Customer Support Requests with Domo
Company Size
1,000+
Region
- Asia
Country
- Indonesia
Product
- Domo
Tech Stack
- CRM connectors
- Magic ETL
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Services
- Data Science Services
About The Customer
Traveloka is a leading travel and lifestyle service provider that was founded nearly a decade ago. The company's mission is to enrich the lives of people throughout Southeast Asia by helping them discover the world around them. Traveloka makes it simple for customers to find and book everything they need for travel, including accommodations, transportation, and experiences. Since its founding, Traveloka has expanded into eight countries throughout the Asia-Pacific region, serving millions of customers each day. The company has over 1,700 employees and its app has been downloaded more than 60 million times.
The Challenge
In 2020, Traveloka’s business was significantly impacted by the COVID-19 pandemic. The company, which provides a wide range of travel and lifestyle services, faced a dramatic drop in new bookings due to pandemic restrictions, border closures, and a significant decrease in flights. However, despite the decrease in new bookings, the company's workload did not slow down. Instead, the team was busier than ever providing customer support as travelers tried to cancel trips, get refunds, or reschedule trips. The company faced a significant spike in customer support volume, which it needed to manage effectively.
The Solution
To manage the spike in customer support volume, Traveloka implemented Domo, a business intelligence tool. Domo was used to build additional data pipelines and data warehouses with minimal engineering support through CRM connectors and Magic ETL. This enabled business users to do self-serve analysis to increase their decision-making velocity and allowed the analysts to focus on building high-value data products. Traveloka used Domo in three different ways: for metrics monitoring, load balancing, and contribution & cluster analysis. Through Domo, the company could track its customer service performance, productivity, utilization rate, and many other metrics. The visibility into agent utilization data in Domo improved decisions when doing load balancing among the thousands of customer service agents. The company was able to assign underutilized teams to teams that were overloaded so that they had a balanced workload across all teams in all countries. The data analytics team collaborated to understand what type of questions customers were raising and where most of the problems resided. They did contribution and cluster analysis to every incoming inquiry to the customer service team. This data became the baseline to prioritize customer communication while helping funnel resources to develop features that can cater to the largest proportion of their issues.
Operational Impact
Quantitative Benefit
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