How Professional Travel perfected search results, driving an increase in customer satisfaction and loyalty
Corporate travel managers trust their travel management companies (TMCs) to help them improve travel experiences, comply with travel policies and reduce their overall travel costs. While agent expertise is unparalleled at Professional Travel, the agency wanted to make its fare searches even faster and more relevant to speed up customer servicing and enhance their travelers’ experiences.
“We were seeing some content in our searches that wasn’t a good fit for our customers, like basic unbundled fares and flights with long stop overs. We wanted to filter these out to ensure these types of fares never even appeared in agent searches, while also prioritizing routes and carriers that consistently deliver great experiences for our customers.”
— Andrew Lazar, Senior Systems Engineer, Professional Travel
Better customer experiences
Professional Travel chose Travelport Search Control Console for customizing air search shopping responses to boost its already excellent reputation for service excellence by offering the relevant, highly competitive fares their customers want.
Fast and simple configuration
Process of prioritizing and filtering out search content along with the ability to apply search rules centrally generated major time and development cost savings for Professional Travel.
“Because Travelport Search Control Console has all the tools and business logic needed to prioritize search results, we can plug it into our existing systems and apply rules across all our searches. That means there was no need to make changes in our different front-end point-of-sale systems, which delivered major time and cost savings for us. It’s fast and easy to set rules in the system with the whole process taking just a few minutes.”
Improved travel agent effectiveness
Professional Travel is also using Travelport Search Control Console to help inexperienced agents deliver the best customer experiences.
“With Search Control Console, we ensure that only appropriate content is returned in searches, which helps our agents work faster and dedicate more time to helping customers. The end result is even higher customer satisfaction and even more customer lifetime value. We’ve also reduced training requirements for new agents and onboarding times with Travelport Search Control Console.”
Increased business agility
With the deployment of Travelport Search Control Console, Professional Travel sees an increase in its business agility.
“Our market is constantly shifting, and routes that were favored yesterday may be obsolete or even off-limits tomorrow because of a natural disaster or local political situation. With Travelport Search Control Console, we can constantly set up and change our search parameters to ensure customers get the very best and safest travel experiences, however the world changes.”