Lokulus' revolutionary platform addresses the challenge faced by Travel Management Companies (TMC's) in delivering consistently exceptional customer experiences in a complex travel landscape. Our platform seamlessly integrates with existing systems including GDS’s, and efficiently manages both simple and complex enquiries, transforming how TMC's interact with their customers without losing the personalised touch.
Do you still manage travel inquiries through shared inboxes, leading to missing work, poor SLA adherence, and reporting?
Our spectra platform eliminates inbox management by assigning work to consultants based on priority and relevance, while ensuring SLAs are documented and managed with detailed MI to support customer reporting.
Your consultants are spending valuable time addressing customer queries that result in low margins, such as booking train tickets. These inquires can easily be resolved through self-service options, however, the online booking portal that you invested in is being under utilised.
Our platform automatically detects these requests and directs the customer to your self-service tools, freeing up your consultants to handle more complex and high margin bookings.
Your consultants must access multiple systems (front, middle and back-office) to answer queries, deliver quotes, and make bookings.
The Lokulus platform integrates into your existing systems (including GDS) and stores client-specific information like booking rules. As a result, your consultants can handle bookings and communications through a single platform, eliminating the need to copy or repeat data entry.
Travel enquires are often complex and detailed, resulting in a high cost to serve and low-profit margins.
Powered by Al and resourcing bots, Lokulus automatically identifies and categorises incoming queries, ensuring all relevant information is provided to your consultants. This leads to efficient and speedy quotes, bookings and resolutions.
Wave goodbye to time-consuming screen switching or additional training requirements and say hello to engaged and empowered travel consultants with the tools they need to deliver excellent customer service.
With Lokulus's platform, bid farewell to the tedious task of copying and pasting quotes from your GDS system. Our platform seamlessly integrates with all major GDS providers, automatically transferring the information into the communication channel for effortless sharing with your clients.
Whether it be travel for tomorrow or a VIP customer never miss those priority bookings. Our AI classification and resource management tools ensure that you never miss those priority bookings.
Modern communication is changing - open up the channels that your clients are most comfortable with and prefer to use, be it Whatsapp or via online webchat. The Lokulus platform allows you to switch between channels without losing context and therefore delivering great CX.
How it works
Even with customers slow response time, the resolution is complete ahead of travel.
A transparent customer journey with the customer kept informed and updated throughout.
Company saves the day and maintains customer respect and long term loyalty.
Reduced risk of missing priority enquiries.
First time resolution maintained resulting in a reduced cost to serve.
Exceptional customer service contributes to lifetime customer retention.
Trusted by sector leaders
Saga identified that the business was in silos without an easily accessible single view of the customer and their booking, they had numerous manual processes and disparate systems leading to poor employee engagement, efficiency and increased risk of human errors.
They were reliant on consultant knowledge and relationships rather than business processes to deal with critical customer service enquiries. The weaknesses of the systems maximised in peak periods resulting in lost bookings and poor customer service.
Implemented an omnichannel solution to consolidate and automate task distribution from incoming customer booking enquiries across multiple channels including: Phone, Email, SMS, Web
Handling cross-enterprise integration with the Saga technology base using all of these features
Integrations across back-end systems allow automatic updates and contextual knowledge to be presented and empower consultants to maximise first-time resolution and the ability to upsell and cross-sell.
Thomas Cook wanted to change its approach in order to shift sales from an “order taking” approach to a consultative sales function. This would enhance customer service and the quality of engagement. They were also looking for ways to improve the complaints handling process to improve resolution and effectiveness. This was coupled with a requirement to consolidate operations to fewer sites.
To do this they needed to ensure a single system layered across existing estate to ensure work was sent to the right person to deal with the enquiry whilst automatically bringing contextual information to consultants and complaints handlers.
Provided a single omni channel platform (Phone, Email, Web, Letter) across the complete customer service team estate (4,000+ seats in addition to back office and in resort team.)
The solution managed both Travel Agents and direct Customer channels to provide a single platform to manage bookings and pre departure amendments. With booking history automatically presented to agent along with any other contextual information pulled from Thomas Cooks back office systems.
Provided a case management solution to manage more complex bookings such as weddings along with complaints. Providing full audit trails and meeting regulatory requirements from ABTA.