Improving customer service efficiency at the online travel agency
About the Company:
Fly.pl is an online travel agency operating as a multi-search platform for offers from leading tour operators, airlines, and thousands of hotels. The company focuses on innovation, offering customers multichannel contact without the need for a traditional sales network. Full online access to vacation offers allows users to book trips independently, anytime and from anywhere. At the same time, Fly.pl’s Holiday Experts provide professional advice and support throughout the booking process.
The situation before implementing Thulium:
With a growing customer base, Fly.pl experienced an increasing number of client interactions, which created the need for tools enabling efficient communication across multiple channels.
Main challenges prior to implementing Thulium:
- Inability to consolidate all communication channels into a single platform.
- Insufficient control over correspondence.
- Lack of a complete contact history and conversation continuity.
- Absence of reporting functionality.
- Inability to track and supervise phone conversations.
- No clear record of missed calls or ability to quickly call customers back.
- Difficulties in handling a high volume of tickets.
- Limited scalability of service processes.
Solution: Fly.pl decided to implement Thulium in order to optimize its customer service processes.
Today, standard is not enough. As everyone knows, we live in the era of the Customer - one who expects quick and personalized service, or the ability to finalize a purchase through the channel of their choice. That’s why, like most companies, we are striving toward omnichannel solutions and automation of customer service and sales processes. We aim to move away from rigid frameworks and make it as easy as possible for customers to contact us. Our goal is for every customer who reaches our office to complete their purchase with minimal effort and maximum satisfaction.
Anna Wielgus, Call Center Director at Fly.pl
Thulium implementation:
Fly.pl decided to implement Thulium - an advanced solution for customer communication management. The company supports its customers through phone, web forms, email, and chat, and also provides in-person service at its office.
The implementation process included:
- Integrating all communication channels (phone, email, chat) into one system.
- Automating tasks and workflows, which significantly reduced response times.
- Training the customer service team on the use of the new system.
The implementation went smoothly. ly.pl received service support, personalized training and the opportunity to test the system at no cost.
We began our collaboration with Thulium to enable the smooth operation of our Call Center. Having worked together since 2010, we've had the opportunity to be involved in the system's development and benefit from the innovative solutions the company offers to its clients.
Moreover, the Thulium team has always been highly supportive. I’ve noticed a significant improvement in the speed of service. From the very start of our partnership, Thulium's employees have consistently demonstrated impressive expertise and competence.
Anna Wielgus, Call Center Director at Fly.pl
Benefits of Implementing Thulium:
Thanks to the integration with Thulium, Fly.pl has gained an advanced tool for managing all communication channels in one place. What has improved?
- Access to reports: We are now able to analyze the number and duration of calls, the average customer wait time on the line, and the team’s performance. With reports on incoming call volume, Customer Service Managers can better understand the helpline’s load during different months and prepare for periods of increased activity.
- The ability to queue calls and direct them to specific consultants who are best qualified in the relevant topic or have previously interacted with the customer.
- Email inbox management: he implementation of a ticketing system has ensured continuity in communication and easy access to customer interaction history, even when multiple mailboxes are in use.
- Contact history in one place: Consultants have access to previous emails and phone calls, allowing for personalized communication, greater efficiency, and time savings for both the client and the Customer Service Office.
Results in numbers:
The numbers speak for themselves.. After the implementation of Thulium, customer wait times to reach the Customer Service team have been significantly reduced.
- Customer wait time shortened to 8 seconds.
- 98,5% of incoming calls answered.
- Service Level within 20 seconds at the level of 94,3%.
