Case Study – Travelist

Travelist wins more customers with faster internal collaboration

56% ↓

First Response Time

44% ↓

Resolution Time

Travelist is a Polish travel management company that partners with hotels to provide customers the best-in-class experience at unmatched prices.

It’s a part of the Secret Escapes group, one of the world’s leading online tourism leaders with over 2 million monthly visits.

Travelist works with hotels to sell vacant rooms for highly discounted prices. They curate offers from the best hotels, guesthouses and other accommodation facilities. Along with this, registered users get to avail special club prices. The company works closely with customers, vendors, and partners by functioning as an information bridge between them.

Email driven business workflow

At Travelist, all the company communication takes place on email. They handle over 5,000 customer emails every month. The nature of their business demands prompt coordination with internal teams and providing timely suggestions to customers. With the kind of cut-throat competition in the travel industry, any delay in addressing queries could cost them a valuable customer.

The Challenge

Travelist had an email address for every department – for partners to contact them and customers to ask about availability of rooms. There were way too many problems with this situation.

The team was never on the same page

To begin with, the agents were working out of their personal inboxes. There was no visibility into who was assigned which email. Team members had to email each other internally to cross-check and review daily tasks. Even when an agent started working on an email and corresponding with the client, other agents in the group had no way of knowing that. The status of emails always remained in the shadow. 

Visibility had taken a backseat

It was impossible for the manager to keep track of who was attending to which client and who closed which ticket. So, the manager never knew who’s on schedule and who needs a push. Managers and teammates would exchange emails with each other to make sure queries from prospective customers were resolved satisfactorily.

The teams tried managing their workflow using Zendesk but it did not work for them. The work Travelist does is operational in nature. They do not have to contact or deal with customers on a one-on-one basis, per se. 

“We got a little burned with Zendesk, so we didn’t want to commit. I was just looking at a better solution than Zendesk for us”- Jędrzej Dąbrowski, Junior Product Manager

The Solution

Finding the right fit for their very specific needs was proving to be a struggle. They needed something that would help them manage emails seamlessly. They figured switching to shared inboxes was the answer to all their issues. They started looking for shared inbox solutions and discovered Hiver. What took them by surprise was that it didn’t require much effort or training to get started. 

Team workflow streamlined

With Hiver, the teams do not log into the same account or address customer queries from their personal inboxes. All the emails now arrive in one shared inbox that the entire team is a part of. The manager assigns emails to agents without having to forward them or Cc anyone. Everyone knows who is working on which email. Now, every member on the team has visibility to incoming emails for their respective departments. But, the agents only have to attend to the emails they’ve been assigned. 

Cultivating accountability and ownership

Every team member knows exactly what they have to work on, and what their workload for the day looks like. The manager can see the status of tasks, who has been assigned which task or the nature of the agent’s responses. They can monitor conversations – even the ones they’re not marked on. With a Service Level Agreement (SLA) in place, the manager finds it easier to set the expectation of the client and the level of service expected from the support team clearly. The agents are always on their toes – nobody wants to come into the spotlight for violating an SLA.

Facilitating transparency and better communication

The teams now have much less room for human error. When the agents receive an email, there is no chance for more than one person to reply to the email. With Collision Alert, two agents will never respond to the same customer. The moment a teammate’s reply collides with another, he is notified about another teammate replying to the same email.

Small transformations go a long way in increasing productivity

The agents don’t write an email for seeking feedback anymore – they communicate by writing Notes. Result: It reduces their inbox clutter by half. They also streamline and categorize their emails using Tags. It lets them organize emails into categories based on the kind of queries they ask, and more. With a seamless transition, managing emails has now, quite rightfully, become a smooth ride for this travel company.

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