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Case study

Bridging Borders, Delivering Excellence: A Travel Cue Transformation Story

Travel Cue and FocalScope joined forces to create a more efficient, agile, and customer-centric global support operation.

Industry

Marine & Offshore Managed Travel

Location

Global

Company Size

280

FocalScope Client

Since 2013
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Overview

For over a decade, Travel Cue has built a stellar reputation in travel management, serving specialized industries such as energy, offshore, and shipping, alongside sectors like finance, IT, and yachting.

A part of Singapore’s Connect Group, Travel Cue operates in 17 countries, ensuring that clients receive reliable, compliant, and stress-free travel solutions. Their consistent growth has cemented their status as one of Singapore’s fastest-growing companies, but with this success came operational challenges that required innovation.

The Ask: Managing High Volumes and Coordinating Multiple Locations 

With a global team of over 300 agents across 17 countries, Travel Cue has consistently worked to manage a high volume of complex travel arrangements, such as itinerary changes and compliance queries. Their agents are dedicated to delivering exceptional service in native languages across diverse regions, even during demanding peak seasons.

However, as the company grew, the team recognized the need for an even more efficient communication system to support urgent, high-priority requests and maintain seamless service during global challenges, such as the COVID-19 pandemic. This presented an opportunity to implement a scalable solution to further enhance their ability to meet service-level agreements (SLAs) and maintain the high-quality experience their clients expect.

The Answer: Fast Deployment and Scalable Solutions

Travel Cue’s partnership with FocalScope brought seamless technology integration that elevated efficiency and enhanced service delivery. Deployment was swift and disruption-free, with FocalScope’s intuitive interface allowing agents to adapt quickly. With unified email, voice, social messages, and chat made available via FocalScope’s platform, Travel Cue experienced smoother, streamlined operations and improved client support across all channels.

FocalScope’s automation features revolutionized workflows by turning incoming messages into actionable tickets and intelligently routing them to the right agents based on urgency and expertise. This system ensured faster response times, optimized resource use, and significantly boosted SLA compliance. Moreover, the platform’s multilingual capabilities enabled agents to deliver personalized support in clients’ preferred languages, fostering stronger global relationships and reinforcing a client-first approach.

Consequently, during challenges like the pandemic’s surge in travel inquiries, FocalScope’s scalability ensured operational continuity under pressure, seamlessly handling increased volumes without service disruption. Furthermore, integrated analytics and feedback tools further empowered Travel Cue with actionable insights, helping them refine services, anticipate client needs, and maintain a competitive edge in a rapidly changing industry landscape.

Tickets handled/month

Reduced first response time

%

Increase in agent productivity

Honestly, can’t work without it.

FocalScope has become essential to our daily operations. Our teams rely on it to keep everything running. If you’re considering making the switch, you can trust the FocalScope team to fully support your emails, phone calls, and live chats.

— Regional Director, Travel Cue

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