Description:

The client is one among the top 10 ranking travel service providers based in US. Primary services offered to the customers are Online booking for Airlines, Hotels, Cars and Vacations. Earlier, the client was reliant on an outdated technology solution along with a conventional operating system. With the increase in the number of Internet users, there arose a need to build an efficient system to suit their requirements related to booking and travel solutions.

Challenge:

Making a shift in the existing technology solution to a more competent and perpetual environment was the prime requirement. The new solution needed to be customer friendly and had to incorporate cutting edge technologies that are more secure, adept and reliable.

Solution / Process:

The need for an eminent, compliant and secured online solution utilizing advanced technologies became mandatory to handle increasing traffic and demands with the domain. The system functions by collaborating with partners and third party system. This solution scrutinizes and provides the apt itinerary schedules for the customers. The customer-friendly online system acknowledges payments made through Credit cards or eChecks. This system has provisions to issue etickets and communicate with customers through email.

Decatrend offers an unremitting solution to this system on various activities pertaining to maintenance, transaction handling and customer service. The solution maintenance takes account of upgrading modules, enhancing services, adapting to newer marketing demands, handling new partners along with promotions, routine changes and quality assurance. Transaction handling involving ticket cancellations, refunds, charge backs, auditing, accounting and customer service are also taken care of.

Customer support service is rendered through two modes: email support and Live Chat support. Ticket systems are made use of by email support agents in providing pertinent solutions to customers within 15 minutes of tickets onset. The Live Chat service is connected with the online system where customers can login and chat with the support agents. The agents of email support and Live Chat service are well equipped with sufficient know-how on the services, skills and issues. An apposite system is set to watch the service level performances. Agents provide support pertaining to issues like clarifications, enquires, ticket cancellation, billing, change in travel plans and shipping.