Case study
Fly-Hi Expands Travel Management and MICE Capabilities with FocalScope
With FocalScope’s intelligent communication solutions, Fly-Hi’s global MICE support, corporate travel, and marine travel services thrived with effortless coordination and outstanding service around the clock.
Industry
Events (MICE), Marine Managed Travel
Location
Global
Company Size
50+
FocalScope Client
Since 2022
Overview
Fly-Hi is no stranger to accolades in the travel industry. With over 20 years of unmatched expertise in managing marine, corporate, and event-based travel, the agency is synonymous with excellence in Meetings, Incentives, Conferences, and Exhibitions (MICE) travel. Its client-centric approach has attracted a diverse roster of multinational corporations and event organizers.
As their operations expanded globally, maintaining the hallmark quality Fly-Hi was known for became a logistical challenge. By 2022, it was evident that a next-gen communication platform was necessary to manage their increasingly complex global workflows efficiently.
The Ask: Scaling Support Without Sacrificing Quality
For Fly-Hi, the challenge wasn’t just growth, they needed to grow sustainably while maintaining the exceptional service their clients expected. The nature of events and travel management meant high-pressure scenarios where even a minor lapse could have a domino effect. With offices and agents in different time zones, ensuring seamless communication and work delegation was becoming increasingly challenging. As Fly-Hi added new clients and regions, the demand for faster response times and more intricate itinerary management tested their legacy systems.
Recognizing the value of streamlining customer support operations, it became evident that consolidating separate tools for email, telephony, and live chat into a unified platform would increase efficiency, enhance case tracking, and ultimately improve overall service delivery. MICE travel often involves last-minute changes, detailed itineraries, and coordinating multiple parties—all requiring an error-free approach. While local nuances had to be respected, their service needed to remain uniformly excellent across different regions.
The Answer: A Unified Communication Hub
Designed to optimize communication and enhance operational visibility, FocalScope provided them with tools to streamline their global MICE support. Fly-Hi managed to centralize all client interactions—emails, calls, and live chats—into one platform. This eliminated silos, creating a single source of truth for every interaction.
Fly-Hi’s globally distributed team gained better visibility on bookings and itineraries across time zones. For instance, if a team member in Sydney went on leave unexpectedly, a colleague in London could seamlessly step in, equipped with a full history of ongoing conversations and updates. Even routine coverage, like handling high-priority customer requests during national holidays, became smooth and efficient, thanks to the shared, well-documented context in FocalScope’s live dashboards and detailed reports.
With real-time timeline tracking, Fly-Hi could ensure every service level agreement (SLA) was met without exceptions. Alerts, warnings, and proactive management tools flagged potential delays before they became issues. Features like merging related tickets or leaving team mates internal notes helped their agents manage large volumes of emails with ease.
FocalScope’s intuitive interface drastically reduced the learning curve for new agents, enabling them to become productive in record time. Its user-friendly design meant that team members could quickly grasp essential features, from organizing workflows to managing customer communications, with minimal guidance. For Fly-Hi’s agents, this ease of adoption translated into better, more consistent performance.
Decrease in median ticket resolution time
%
Increase in agent productivity
%
Touchpoint CSAT Score
Our support operations just got rocket fuel.
We needed our scattered support workflow into a precision machine so we could scale globally without compromising our service standards. FocalScope delivered exactly that—crisp, clear, and powerful.
— Global Managing Director, Fly-Hi