CASE STUDY
Nintex has announced that Flight Centre Travel Group , one of the world ’ s largest travel agencies based in Brisbane , Queensland , has successfully leveraged K2 Cloud to help improve its operational efficiencies and digitally transform its customer experience .
Flight Centre Travel Group , with a vast global sales network , received an overwhelming number of cancellation requests in 2020 as a result of the pandemic . The company needed to find a fast and more efficient way to support its customers beyond its 800-number especially when the US and Canada borders were initially closed last year .
The organization turned to K2 Cloud to quickly develop and launch a digital form process that automatically routes changes to one centralized expertise-based Flight Centre team armed with all the necessary tools and policies to expedite changes with improved customer experience . To date , the form has been leveraged more than 60,000 times which has helped reduce customer hold times and potential frustrations .
“ The travel industry as a whole quickly pivoted how it operates and responds to cancellations and restrictions brought on by the pandemic ,” said Josh Waldo , Nintex Chief Customer Officer . “ By automating repetitive , time-consuming tasks with easy-to-use and powerful digital process automation software like K2 Cloud , the Flight Centre Travel Group immediately went digital and provided its corporate travelers with a better experience .”
To improve its corporate travel customer experience , the Flight Centre Travel Group modernized its operations to drive more consistency and transparency across its processes . Previously , like most businesses , information was tracked and shared across spreadsheets , forms and third-party tools , with no single source of truth . This resulted in team members spending time managing repetitive , complex processes that delayed great customer experience .
“ We wanted to improve process efficiency across the organization . We needed a consistent , streamlined way of accurately capturing all information in a shareable way in order to create greater standardization and transparency ,” said Shaun Clear , Global Head of
WE WERE ABLE TO DECREASE
WAIT TIMES AND IMPROVE THE TURNAROUND
TIME FOR MANY OF OUR
CLIENTELE .
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