Leading North American Airfare Platform: Enhancing CX with Omnichannel Innovation

The client has been a trusted name in global travel solutions, seamlessly connecting travelers and businesses across continents. Founded in 1992, the company has grown into a leading travel platform, serving a diverse clientele through an extensive network of partners and affiliates. Headquartered in Dallas, Texas, its operations span the world, offering seamless travel experiences to customers in every corner of the globe. With a commitment to innovation and customer-centric solutions, the company continues to redefine travel, making it more accessible, efficient, and hassle-free.

The Challenge: Fragmented System Caused Inefficiencies

The client, a premier international airfare travel platform, prioritized customer experience. However, a lack of seamless integration between their CRM system and external call platform created operational inefficiencies and coordination gaps. Agents struggled to track, prioritize, and resolve customer queries effectively, leading to frequent miscommunication and delays in ticket resolution.

Adding to the complexity, critical processes such as reporting, ticket calculations, escalation management, and average handling time determination were entirely manual. Agents spent excessive time navigating disparate systems, increasing response times and customer frustration. The absence of automation resulted in long wait times, inconsistent resolutions, and an overall drop in customer satisfaction. To stay competitive and improve efficiency, the company urgently needed a unified, data-driven approach to managing customer interactions.

The Solution: AI-Powered Omnichannel Transformation

Recognizing the urgent need for a streamlined and automated approach, Datamatics partnered with the company to implement an AI-powered Omnichannel Platform, revolutionizing their customer service operations.

• Seamless CRM and Call System Integration: Datamatics ensured full integration between the CRM tool and external call platform, enabling real-time tracking of customer interactions, better coordination, and faster ticket prioritization. This eliminated confusion, improved agent efficiency, and reduced delays.
• Automated Reporting & Real-Time Dashboards: Manual processes for reporting, ticket calculations, and escalation tracking were replaced with automated tools and real-time analytics. This reduced manual processing time by 50%, allowing agents to focus on high-priority customer concerns while enhancing decision-making.
• Advanced Call Tracking & Monitoring: Comprehensive call tracking and monitoring provided greater oversight of agent performance, ensuring efficient call routing and reducing wait times. This significantly improved customer satisfaction and retention.