Case study
TravelPro’s Approach to Simplifying Partner and Employee Connectivity
By adopting FocalScope, TravelPro achieved faster first response times, managed more tickets daily, and saved significant time each month—setting a new standard for efficient, human-focused business travel support.
Industry
Managed Business Travel
Location
Luxembourg
Agents
25+
FocalScope Client
Since 2022
Overview
TravelPro, a global leader in corporate travel services headquartered in Luxembourg, has built its reputation on delivering unparalleled experiences to clients. Known for its expansive network of dedicated agents and expertise in managing the travel needs of large-scale corporations, TravelPro serves a diverse clientele ranging from global businesses to high-profile executives. With a focus on delivering excellence at every step of the journey, TravelPro continuously seeks innovative ways to enhance its operations, ensuring seamless and responsive support that exceeds industry standards.
The Ask: Overcoming Collaborative Complexity
TravelPro’s expansive network of offices and agents had long delivered exceptional service, consistently exceeding client expectations. As their client base expanded, so did the opportunity to refine and enhance their operational capabilities. Each client journey, spanning from initial bookings to real-time itinerary adjustments and post-travel care, presented new chances to innovate and improve.
Consequently, with a vision for growth, TravelPro identified opportunities to elevate their service delivery by fostering smoother collaboration across offices. They sought to implement systems that ensured insights flowed effortlessly between teams, unifying efforts and reducing response times. Through enhancing visibility across client journeys, they aimed to better understand and address evolving needs. They also knew providing agents with seamless access to detailed client histories would enable better, more personalized support, where they could ensure every interaction felt tailored and efficient.
The Answer: A Unified Approach to Global Travel Management
When TravelPro partnered with FocalScope, they sought more than just a technology provider; they wanted a strategic partner to help reimagine managed business travel support. Our robust platform delivered on this vision by uniting TravelPro’s operations and creating a seamless, high-quality client experience. Agents across regions could collaborate on emails and accounts effortlessly, recording every client interaction with universal customer cards to anticipate their needs.
FocalScope introduced smart routing systems that directed cases to the right teams instantly, maintaining context and continuity across departments and ensuring smooth SLA compliance reporting. Moreover, by integrating CRM software via FocalScope’s app directory, TravelPro gained access to complete customer interaction histories across channels, including emails, calls, and live chat transcripts. This integration gave agents a holistic view of client preferences, enabling data-driven, personalized interactions that boosted customer loyalty and retention.
Furthermore, with access to detailed client histories and insights, their team of agents could easily anticipate needs and deliver proactive, tailored solutions while cutting down on first response times and increasing the number of tickets managed on a daily basis.
Reduced first response time
%
More tickets handled by agents daily
Time saved/month with FocalScope
Tech that just works. Period.
We’ve gone from managing travel to curating exceptional, uninterrupted client journeys. Our agents operate like a unified global team, and we have precision and empathy at every touchpoint.
— Chief Operating Officer, TravelPro