The challenges of the constantly evolving travel industry
For over 40 years, Gant Travel has been dedicated to assisting corporations in efficiently managing their travel expenditures. The rise of online booking has transitioned Gant Travel to a large technology-driven organization. Today, they continue to innovate within the industry, consistently introducing new advancements and solutions to better serve their customers' needs.
The majority of Gant Travel's customers book their trips online, leaving the more complex reservations and assistance to their agents. This is especially true for international travel, which involves navigating various taxes and laws based on destinations. Recognizing the need for continual process updates and changes as the industry evolves, Gant Travel sought a simplified solution to best support their agents.
They chose to store all their processes in ProcedureFlow, a visual knowledge management solution that centralizes complex processes and establishes a single source of truth to help agents support customers efficiently while improving service quality.
The ease of creating, maintaining, and updating 500+ processes
As airlines frequently introduce new changes that impact operations, ProcedureFlow enables Gant Travel to quickly update processes, ensuring agents always have the most current and reliable information. They have developed over 500 flows for their agents and continue to regularly build and maintain them. With ProcedureFlow’s ease of use in creating, maintaining, and updating processes, Gant Travel is able to quickly optimize workflows, providing exactly what their agents need to support customers.
Given the complexities involved in each process required to assist customers, most of Gant Travel's agent work occurs after the call. With the implementation of ProcedureFlow, they have significantly streamlined this after-call work. On average, agents have reduced their after-call work time by 45 seconds as ProcedureFlow enables them to verify the proper steps required to complete the work on the traveler's reservation based on the scenario they are encountering. This allows agents to handle more customer inquiries promptly to increase customer satisfaction.
ProcedureFlow is an easy way to create a step-by-step guide of all your processes so that each team member can quickly get to the information they need, exactly when they need it.
Overcoming the impact of COVID with visual knowledge management
As travel came to a halt during the rise of COVID, Gant Travel was forced to furlough 80% of their staff. Once the industry started opening back up, they faced a new challenge of unused tickets due to trip cancellations as airlines continuously extended these credits. Recognizing the need to address this issue, Gant Travel undertook serious hiring efforts and expedited the training of new agents with ProcedureFlow.
Gant Travel updated their new hire training by immediately immersing agents in the processes within ProcedureFlow. This reduced training time as agents were immediately equipped with a visual guide that navigated them through all processes from beginning to end. Initially, the training program spanned five weeks, but with ProcedureFlow, it was reduced to just three weeks.
ProcedureFlow has solved many challenges for Gant Travel by ensuring that every process is visually presented, relevant, and readily available to agents. With ProcedureFlow streamlining the technical aspects of the job, Gant Travel can now allocate more dedicated time to developing agents' soft skills, further improving their interactions with customers.
