FocalScope for Travel
Deliver a superior corporate and maritime travel experience
FocalScope provides a feature-rich contact center solution that allows corporate, maritime and offshore travel management companies (TMCs) to be operate with round the clock efficiency, track SLAs, and support corporate and marine travellers faster than ever.
Seamless handovers between shifts
Follow the sun with 24/7 global coverage
For TMCs, operating an effective “follow the sun” model is a must. Put to the task of transporting people on time, safely, and inexpensively, it’s no surprise when agents often scramble to fly a CEO out for urgent meetings, or to transport a whole ship crew for emergency servicing.
With FocalScope, this task is simplified. Agents get complete information on every interaction that take place across branches and channels, while ticket logs, call logs and internal notes supplement additional context required.
Maintain a single point of contact for busy travellers around the world, even as agents are distributed across different shifts and locations.
Deploy hybrid or full virtual teams working from anywhere
Regardless of location, FocalScope ensures travel management agents are connected with customers, and each other. Agents can access all channels, including voice, using their web browser, desktop thick client, or through their mobile phones. Managers are equipped with live dashboards and data for performance tracking, and built-in training features enable them to support frontline teams virtually.
Integrations with Amadeus, Travelport, Sabre
Integrate with booking platforms
Speed up thousands of bookings every day using integrations with global distribution systems like Amadeus, Travelport and Sabre.
With this integration, travel consultants can query the Passenger Name Record (PNR) within FocalScope to retrieve booking information. Without switching tabs, they can directly insert travel itineraries into email or WhatsApp replies.
The end result? Saving precious time on repetitive copy-pasting work and dramatically improving response rates.
Collect CSAT and NPS scores for tender submissions
Feedback is a powerful element in securing tenders. Collect customer satisfaction (CSAT) and/or net promoter scores (NPS) across different channels via email surveys, post-call IVR-enabled surveys, or SMS surveys. Tailor surveys according to your clients’ preferences, including survey types, languages, and design.
Full transparency on operational data
Secure multi-location tenders with data
With more than 70 dashboard and reporting templates at your disposal, you can track everything from traffic (by client, channel, or location) and first-call resolutions to customer feedback scores.
Share live dashboards with internal and external stakeholders for added transparency, and/or set a schedule to automatically send out performance reports to them on a regular basis.
When needed, you can also customise dashboards and reports as per each client’s standards. As our reports are Excel-based, it’s easy to slice and dice data, or combine location-based reports into larger data sets to showcase your performance during tender submissions.
Route your way to success with FocalScope
Leverage various routing methodologies to suit different clients, situations, and SLAs.
Provide omnichannel support
Be present whenever your travellers need help
For business travel desks, it is imperative to maintain multiple communication channels because customers must be able to reach you in different ways, especially in emergencies.
Some travellers may prefer email or messaging, while others will need to call you in urgent situations. With FocalScope, travel consultants are able to interact with travellers on any channel, such as voice, email, live chat, SMS, Facebook and WhatsApp.
Win half of the battle just by being present.
Universal customer card
Deliver personalised service at scale
FocalScope’s universal customer card brings together every prior interaction with a customer, across all channels and locations. Within this side panel, agents can also view valuable information such as internal notes left by colleagues, transaction history, and booking statuses.
From travel insurance and visa information to flight seating preferences, the universal customer card helps every agent better understand their travellers at a glance, and empowers them to deliver tailored services.
Leverage FocalScope chatbots
Automate basic requests
Treat FocalScope chatbots as your frontline responders, and have them automate about 35% of your live chat requests. Allow them to handle frequently asked questions, pull up relevant support articles from your knowledge base, and do simple tasks like retrieving booking statuses and updating account information.
When a human agent is needed, FocalScope chatbots can streamline triage time by collecting required customer data, before transferring the session directly to the right agent with the full context.
Give a booking experience that speaks for itself
Learn how corporate and maritime travel management companies use FocalScope to serve customers 24/7, meet SLAs and pivot to growth.
Fits marine and business travel companies like a glove
“We are a travel management company serving the offshore, marine, yachting and corporate sectors. With over 200 staff located in 22 offices, we needed a solution that can connect our teams globally and help us coordinate 24/7 support.
With FocalScope, we can maintain an efficient single-point of contact with customers, and fulfill requests from reservations and ticketing to billing. More than just an IT supplier, FocalScope has been an integral part in the growth story of TravelCue.”
Group Managing Director, Travel Cue
Faster response times translates to happy travellers
“FocalScope is clearly designed and developed by people who understand customer support in the travel industry. This is the best software I have seen in the market for email management, live chat and telephony. It’s all seamlessly connected. It’s flexible. Best of all, it is integrated to Amadeus.
With FocalScope, we have seen that we can provide faster response times to our customers, have better overview of the email flow, and work side by side in more office locations. FocalScope is a winner and I would highly recommend this tool to any company.”
Founder, Top Tours
All communications connected under one roof
Discover how FocalScope helps you to optimise customer care on every channel.
Handle millions of emails accurately and efficiently every day.
Flexible and scalable telephony system for big and small businesses.
Live chat and bots
Interact with website visitors in real time and boost conversion.
Message customers via SMS, Telegram, WhatsApp, Facebook.
Help customers help themselves with FAQs and support articles.