Case study
Seamless Shift to Smarter Email
at Hannon Travel
By leaving Outlook behind, Hannon Travel equipped its teams with a purpose-built inbox that streamlines communication, boosts collaboration, and improves customer service quality.
Industry
Travel and Tourism
FocalScope Client
Since 2025
Location
Ireland
Overview
Hannon Travel, Ireland’s largest independent corporate Travel Management Company, serves a diverse global client base across aviation, life sciences, finance, manufacturing, and beyond. Known for providing expert travel advice and 24/7 in-house support, they are the travel partner to industry-leading companies worldwide. Facing rising demand and driven by a reputation for responsive, high-quality service, they were looking for a scalable, efficient way to manage customer communications.
While trialling another helpdesk, a trusted industry partner recommended FocalScope. It quickly stood out as a more advanced, travel-focused solution offering omnichannel communication, full WhatsApp integration, and structured SLA tracking in a single interface.
Replacing Microsoft Outlook, Hannon Travel gained clear insight into internal workload and SLA performance. This improved visibility helps them consistently meet service commitments and maintain tight control over communication quality across all channels.
Key Requirements Identified
To maintain its high standard of service while scaling operations, Hannon Travel needed a solution that could:
- Replace multiple email threads with a unified, shared workspace
- Separate SLA and non-SLA messaging to eliminate blind spots
- Offer real-time visibility into team workload and ownership
- Boost accountability without adding manual work
- Scale smoothly without disrupting service or retraining staff
Implementation
Hannon Travel implemented FocalScope to unify their communication channels into one intuitive platform, enhancing team alignment and workflow efficiency without disrupting daily operations.
The smooth, flexible rollout enabled agents to quickly adapt, seamlessly managing chats and emails from a single workspace to speed up responses.
Thanks to FocalScope’s modular design, Hannon Travel can easily add features and onboard new staff as their business expands.
25+
Years in Business
50+
Countries Served
24/7
Customer Service
In the words of Hannon Travel’s Service Manager:
“Everything is great with FocalScope and all users are very comfortable with it now. We can see the added benefits over using Outlook and we are working more efficiently as a result.
Reporting is excellent. We can see how many emails were answered in a day, how long replies took, and get detailed breakdowns by agent.
Email searches are now faster and easier thanks to the various options FocalScope provides.
WhatsApp integration is key to our move towards providing customers with a true omnichannel experience. We’re excited to introduce What’s App to all customers over the coming months.”
Efficiency, Communication, & Scalability
Boosting team productivity and communication
With FocalScope’s unified communication platform, Hannon Travel’s team can now handle enquiries more efficiently, ensuring faster responses and better workload management.
Easy setup and rapid impact
Onboarding FocalScope was smooth and disruption-free, with hands-on training and tailored support. WhatsApp integrated seamlessly without needing to change phone numbers, leading to immediate improvements in SLA compliance and response times without altering existing workflows.
After implementing our platform, Hannon Travel agents can now manage all customer communications from a single hub, driving efficiency.
Elevating the customer engagement journey
Hannon Travel is expanding its reach and continually refining the way it serves customers. With FocalScope’s modular and scalable platform, the team can manage communications more efficiently across multiple agents, while supervisors gain clear visibility over SLA-bound enquiries.
By simplifying complex workflows, we help Hannon Travel deliver exceptional customer service and confidently scale its operations.