Case study
FocalScope’s intelligent unified communications system transformed ATPI’s operations by improving ticket resolution speed and boosting agent productivity, ensuring seamless and efficient service delivery.
Industry
Managed Travel & Events (MICE)
Location
Global
Agents
1,250
Features
Email Live chat, WhatsApp
Overview
In the intricate world of corporate travel, managing operations across diverse geographies is a formidable challenge. For ATPI—a travel services leader with decades of expertise and 1,800 agents worldwide—standardization without sacrificing local flexibility was paramount in delivering an optimized multinational service for travel across complex global landscapes.
With FocalScope, ATPI transformed its operational approach, creating a unified communications system that enabled real-time, multichannel conversations and comprehensive performance insights across all 60+ global offices. This innovative solution became the cornerstone of their strategy to optimize multinational service for travel, breaking down traditional barriers in global customer experience management.
The Ask: Global Consistency, Local Adaptability
ATPI’s global presence required consistent service delivery, but each regional office faced unique challenges shaped by cultural, regulatory, and logistical factors. To address these complexities, ATPI needed a system that could enable real-time, unified communication and support automated workflows tailored to each location.
Traditional systems struggled to meet these demands, often falling short in delivering the comprehensive, transparent performance reporting necessary to manage such a vast and varied operation. ATPI sought a solution that not only upheld global service standards but also empowered their teams to provide personalized client interactions for operational consistency and localized excellence.
The Answer: A Flexible, Integrated Platform
FocalScope’s unified communication tools, including live chat functionality and dedicated WhatsApp lines for region-specific access, provided ATPI with the flexibility to manage client interactions across various time zones effortlessly. Agents leveraged these tools to establish direct, instant connections with clients, ensuring swift issue resolution and a personalized service experience. The real-time communication capabilities also helped minimize delays, reduce ticket backlogs, and foster a level of transparency that strengthened client trust. Together, these features enhanced operational agility and elevated the overall quality of ATPI’s service delivery.
The unified reporting capabilities provided by FocalScope offered full visibility on key metrics such as email ticket volume, first-touch resolution rates, and response times through live agent performance dashboards with standardized statistics across all locations. Consequently, comprehensive performance insights and transparent data empowered ATPI to optimize workflows, enhance client communication, and drive innovation, setting a new benchmark for efficiency in global travel management for the company.
%
Increase in agent productivity
Tickets handled/month
Improved ticket resolution speed
We broke down geographical barriers with FocalScope.
It’s like we found the secret sauce to running a global operation. We get to keep our local teams’ special touch while making sure we’re all pulling in the same direction for our global clients.
— Director of Technology, ATPI