How a Travel Management Company Delivered Customer Service Excellence to Agents
Posted by Elizabeth Fox
Each year, I am inspired by the stories behind the innovation as told by our customers during the Unit4 Connect customer awards presentations. Whether it’s to improve customer service, streamline processes or increase ROI, the awards truly showcase the flexibility of Unit4‘s products and the creativity of our customers. Unit4’s Travel Industry customers were highlighted again this year when Travel Leaders Group was presented the award in the Business Innovation category for their solution using Sabre® CentralCommand™ powered by Unit4 Business World On!.
Travel Leaders Group is a large travel management company with sales approaching $21 billion. Their business models include corporate travel, Franchise and consortia businesses as well as independent contractor and host agency models.
Travel Leaders Group wanted to offer their independent contractors a standardized, real-time view of transactional level data along with tools they could use to run their business more effectively. Reporting on all of this data had to be achieved without compromising speed.
“We were rolling out the Business World website to our agents but we wanted to give them more than just a transactional listing or the ability to reprint invoices.” Andrew Zamer, Senior Manager Financial Systems. “We wanted to give them that view into their business.”
The end result was an intuitive report that agents could view online. The report allows the agent to analyze Year over Year and Year to Date data and break it down into different types of sales. The data can be used to track performance and find opportunity for growth. The dashboard also provides the agents with tools that allow them to print, split out the report and email it.
Speaking to the travel industry trends, Andrew Zamer explained, “Since we are the leaders within our industry, we are at the forefront on providing the essential tools for independent users to be able to manage their business and that’s really where our team is heading in terms of innovation.”
Watch the entire interview where Andrew Zamer explains how Travel Leaders Group leveraged the flexibility of Sabre® CentralCommand™ powered by Unit4 Business World On! to improve customer service and increase ROI.