Developed a digital form process that automatically routes changes to one centralised expertise-based Flight Centre.
The pandemic in 2020 had a profound effect on Flight Centre Travel Group, with a vast global sales network, received an overwhelming number of cancellation requests in 2020 as a result of the pandemic.
The company needed to an efficient way to support its customers beyond their 800-number especially when the US and Canada borders were initially closed last year.
The company previously used internal technology called “HUB” to build corporate travel client sites and also securely store individual traveller profiles including frequent flyer information, seat and meal preferences, credit card numbers, and identification documents.
While this process was great for the traveller, it was challenging for the Flight Centre Travel Group team to build and maintain as it required a 100 per cent manual process to build all new sites, said Nick Williams, head of digital workplace at Flight Centre Travel Group.
“For instance, we currently have one customer that needs 400 sites, which is an immense undertaking when one build typically takes about 30 – 45 minutes,” he said. “To keep up with demand we needed to add an intelligent automation layer to the process”
The organisation turned to K2 Cloud to quickly develop and launch a digital form process that automatically routes changes to one centralised expertise-based Flight Centre team armed with all the necessary tools and policies to expedite changes with improved customer experience.
To date, the form has been leveraged more than 60,000 times which has helped reduce customer hold times and potential frustrations, he said Josh Waldo, Nintex Chief Customer Officer.
“The travel industry as a whole quickly pivoted how it operates and responds to cancellations and restrictions brought on by the pandemic,” he said.
By automating repetitive, time-consuming tasks with a digital process automation software the Flight Centre Travel Group immediately went digital and provided its corporate travellers with a better experience, noted Waldo
To improve its corporate travel customer experience, the Flight Centre Travel Group modernised its operations to drive more consistency and transparency across its processes.
Previously, like most businesses, information was tracked and shared across spreadsheets, forms, and third-party tools, with no single source of truth. This resulted in team members spending time managing repetitive, complex processes that delayed great customer experience, Shaun Clear, global head of operations for FCM Travel Solutions (a Flight Centre brand).
“We wanted to improve process efficiency across the organisation. We needed a consistent, streamlined way of accurately capturing all information in a shareable way in order to create greater standardisation and transparency,” he said.
