Travel

More than 50 percent of nationwide travel industry revenue is generated by the top 50 largest travel companies through use of extensive internet tools and reservations systems, according to Hoover’s. This phenomenon leaves many mid-sized enterprise travel enterprises left to operate business the old fashioned way: operate multiple face-to-face or call-based locations in several regional markets.

However, even mid-sized enterprise travel agencies want to operate as efficiently as their larger counterparts. Minimizing the overall communications spend to impact bottom line operating costs helps these companies generate satisfied customers who reach representatives in their local calling area as well as reduced operating costs, such as long distance calling and faxing, to those customers. 

Smoothstone understands that by enabling unified communication across the enterprise, travel agencies can experience increased collaboration, continuity and communication between sites and improved call center efficiency through use of smart monitoring and routing tools.

Why Smoothstone?

Smoothstone has experience with geographically dispersed travel agency call centers, providing fully managed solutions that eliminate finger pointing among agents and sites. With Smoothstone, every call is always answered. Call Management, call reporting, and call routing allow you to manage agents measurably better, at any location — whether it is at work or home-based sites.

Smoothstone’s solutions are easily scaled to the fluctuating needs of enterprise travel agencies. Cloud-based applications assist you in reducing the need for excessive hardware, lowering capital cost and total cost of operation (TCO).

Smoothstone can:

• Improve customer service by efficiently handling calls using Smoothstone’s Intelligent Call Control platform, ensuring no busy signals and making agents more readily available.
• Make it easy to add new locations by operating on a cloud-based infrastructure. Updates and changes to the system can be handled through the cloud by Smoothstone’s NOC, eliminating the need for expensive engineers.
• Increase productivity for end-users, IT staff and the enterprise as a whole by providing anytime, anywhere access to telephony features for mobile workers, efficient call-handling features and call-center productivity through voice calls, e-mail, and interactive Web sessions.

Customer Example

Client
A large travel agency with 41 locations, three major call centers and more than 400 phones nationwide.

Challenge
The agency faced never-ending problems with their existing different legacy phone systems from multiple vendors, which placed a burden on the IT directors. They needed to consolidate their carrier connections, eliminate add and change expenses and connect all users and offices into one flexible ACD platform.

Solution
Smoothstone provided a top-to-bottom, fully managed, outsourced IP communication solution with no charges for moves, adds and changes.

Benefits
IT resources at the agency were freed and the department now interfaces one vendor, instead of 22 spread across all locations.