Hannon Travel is Ireland’s largest independent corporate travel management company. They serve a diverse range of clients across sectors including life sciences, finance, and manufacturing. Facing growing demand and known for high-quality, responsive service, they needed a more efficient way to handle customer communications as they expanded.

Overview

Managing travel for some of the world’s leading organisations requires smooth communication and teamwork. Before FocalScope, Hannon Travel relied on a mix of Outlook and WhatsApp, which led to scattered workflows and unclear ownership of conversations. This made tracking SLAs and accountability difficult.

Key Challenges

To maintain their high service standards while growing, Hannon Travel needed a solution that could:

• Replace disconnected email threads with a unified, shared workspace
• Separate SLA-related messages from others to avoid blind spots
• Provide real-time visibility of team workload and ownership across all channels, including WhatsApp
• Boost accountability with minimal manual work
• Scale smoothly as business grows, without disrupting service or retraining staff

Smooth Setup and Tailored Onboarding

Hannon Travel partnered with FocalScope to simplify how their team manages customer communications. We led training and Q&A sessions, and collaborated closely with agents, supervisors, and management to customise the platform to their needs.

The rollout was gradual and flexible, letting agents switch easily between chats and emails within one workspace, making their jobs simpler and speeding up response times.

Real-Time Visibility and Improved Coordination

Before FocalScope, communications were fragmented across multiple platforms, making it hard to keep track of conversations, especially during shift changes or absences. FocalScope’s shared inbox and agent assignment features now give real-time insight into who is handling each enquiry. Missed messages and duplicated replies are no longer a problem.

Designed to Grow with You

Thanks to FocalScope’s modular design, Hannon Travel can add features or onboard new team members whenever needed. This flexibility helps them maintain high service quality as enquiries increase.

Want to See How It Could Work for Your Team?

Start with our free interactive demo and explore FocalScope on your own schedule, or book a personalised tour with our team to see how we can tailor the platform to your needs.

→ Continue reading the full case study from Hannon Travel.