Elevating Travel Management: Lokulus' Cutting-Edge Solutions for the Future
David Seed
2024-03-07
In the rapidly evolving landscape of the travel industry, digital transformation is no longer just a necessity but a catalyst for success. Lokulus, a trailblazer in innovative technology solutions, made one such transformation a reality when a major UK travel company sought our expertise to help them.
They were pushing through a turbulent period and needed to revolutionise their sales approach, case handling, and complaints resolution. Lokulus not only streamlined operations but also paved the way for unprecedented efficiency savings. As we delve into the success story, it's important to acknowledge that the journey towards excellence continues, and Lokulus stands poised to redefine industry standards.
Cuál es el problema?
As a prominent figure in the travel sector, when faced with the challenge of transitioning from a conventional "order taking" sales approach to a consultative model, they discovered their systems were falling short and unable to meet the expectations of both the business, and the customer. Concurrently, they aimed to elevate customer service and engagement quality whilst addressing the complexities of complaints handling. This transformation was coupled with the desire to consolidate operations across fewer sites, requiring a unified system capable of seamlessly managing enquiries and distributing contextual information.
Solutions-driven
Lokulus responded to the challenges with a forward-thinking and future-proofed solution – a single Omni channel platform spanning phone, email, web, and print. Deployed across the extensive customer service team estate, comprising over 4000 seats, the platform seamlessly managed travel agents and direct customers, providing a unified platform for bookings and pre-departure activities.
The solution intelligently aggregated information from back office systems, offering booking history and other contextual details to agents. Lokulus' platform efficiently handled complex bookings, such as weddings, multi party trips and more, all in compliance with ABTA regulations, showcasing its versatility and adaptability.
Outcome-focused
The solution was delivered to the client within just 5 months, creating a single customer view that empowered the client to restructure and close a contact centre consisting of 550 full-time equivalents (FTE). The implementation of this unified view significantly contributed to driving quality and ensuring a consistent customer experience.
A look to the future
Whilst the achievements of the past are indeed commendable, it's essential to recognise that we now stand at the forefront of a new era. Technological advancements and Lokulus' continuous commitment to innovation mean that we can achieve even greater feats in a shorter time frame.
As we journey further into the future, Lokulus is poised to deliver solutions that surpass the impressive benchmarks set in the past. Travel management companies looking to stay ahead of the curve are invited to join us in shaping the next chapter of digital excellence. Get in touch with Lokulus, and let's propel your business into a future of unparalleled success.
