Case study
Achieving Flexibility and Consistency in BCD Travel’s Global Service Delivery
FocalScope makes it easy for BCD Travel to stay connected across continents while focusing on what matters locally.
Industry
Corporate Travel & Events Management
Location
Global
Agents
1800
FocalScope Client
Since 2019
Overview
BCD Travel is a leading global corporate travel management company, operating in more than 100 countries. With thousands of travel experts worldwide, they specialize in delivering seamless travel solutions for corporate clients, combining local expertise with global resources. Teams across BCD Travel, including client service, operations, and management, came to rely on FocalScope to streamline communication, enhance collaboration, and provide outstanding service to their clients.
The Ask: Managing Global Travel Logistics
As one of the leading players in the travel industry, BCD Travel recognized the evolving complexities of managing global corporate travel. Driven by a commitment to innovation and operational excellence, the company aimed to strengthen communication, improve performance tracking, and deliver consistent, exceptional support across regions and time zones. Their focus on implementing a unified system reflected their dedication to fostering collaboration and enhancing the quality of services for their clients.
Service-level agreement (SLA) management presented an opportunity for improvement, as the manual processes in place were time-intensive and lacked automation for prioritization and deadline tracking. Managers sought greater visibility into team performance, with a desire for clear metrics on response times and completion rates to identify potential areas for enhancement. Ensuring seamless, responsive support for urgent itinerary adjustments or last-minute client requests was a top priority.
The Answer: FocalScope’s Adaptive Platform
Centralizing communication was the first transformative step. With FocalScope, all communications were consolidated into a unified email and messaging platform. This gave every team a complete view of client needs, regardless of their location, enabling consistent and excellent service.
Automated workflows proved to be another game-changer. By introducing intelligent reminders, automated email prioritization, and SLA tracking, FocalScope eliminated any risk of missed deadlines or overlooked requests. Teams could meet critical client expectations with confidence and meet new standards of excellence.
For managers, FocalScope delivered clear visibility. With real-time insights and reporting for team performance and workload, they no longer had to rely on scattered data to make decisions. They could quickly identify bottlenecks, implement changes, and ensure consistent service quality across regions. By addressing these core challenges, FocalScope enabled BCD Travel to deliver exceptional, efficient service while maintaining the personalized touch their clients expect.
%
Increase in agent productivity
Tickets handled/month
Improved ticket resolution speed
We’re all aligned—every office, every team.
Whether it’s a quick question or a complex itinerary, our global teams are fully connected. We know exactly what to do and who’s handling it.
— Senior Vice President, BCD Travel