Travel & Hospitality

Create unforgettable experiences. Anywhere on the globe.

Combining expert teams, leading-edge technology and proven knowledge of the travel and hospitality industry, we create the safest, easiest journey and give you the keys to unlock a highly personalized experience for connected travelers.

Deliver a 5-star digital CX

Attract and retain guests and travelers with an easy-to-use interface and reassuring customer support.

Handle peaks and seasonality challenges

Leverage our flexible and highly scalable outsourcing model for a consistent, reactive service.

Leverage tech & data to tailor experiences & lower costs

Combine automation tech, AI & data analytics to improve your operations and personalize your clients’ experience.

Flawless CX for all players

Outsourcing services for travel & hospitality startups

Travel

Outsourcing services for travel & hospitality startups

Hospitality and booking platforms

Travel

We serve your business and private customers' needs at lightning speed across their journey.

From booking issues to platform management and payment services, so you can focus on creating the “story-worthy” experience they want.

Outsourcing services for travel & hospitality startups
Outsourcing services for travel & hospitality startups

Hospitality and booking platforms

We support your customer and partner network, from hotels to private guides, and ensure that your platform always provides relevant and consistent content.

We are available 24 hours a day, 7 days a week to build customer loyalty and increase your ROI.

Our Travel Academy

A customizable modular outsourcing for travel program tailored to your project needs. Including main travel tools training, e-learning on sector best practices, CRM tools management etc.

OUTSOURCING FOR TRAVEL & HOSPITALITY PLAYERS

Delivering across the entire traveller and guest journey

Inspire customers with best-in-class platform content
Ensure a responsive a reassuring support – even during peaks and crisis
Manage your network of partners
Make sure clients come back with loyalty programs & community management
Protect your business and clients during their journey
Improve your operations & cash management
Leverage AI & Analytics to build personalized, top-notch experiences
Inspire customers with best-in-class platform content

Inspire customers with best-in-class platform content

  • Content (Picture, Text, Video) Management & Moderation
  • Content translation & localization
  • Website back-office management
  • Multimedia operational studio
Ensure a responsive a reassuring support – even during peaks and crisis

Ensure a responsive a reassuring support – even during peaks and crisis

Manage your network of partners

Manage your network of partners

  • Account management & onboarding (marketplace platforms)
  • Partners acquisition (hotels, transporters etc.)
  • Care and technical support
  • Management of cancellations / modifications
  • Payment and billing support
Make sure clients come back with loyalty programs & community management

Make sure clients come back with loyalty programs & community management

  • Loyalty & win-back programs
  • Community management & animation
  • Concierge & VIP services
Protect your business and clients during their journey

Protect your business and clients during their journey

  • Transaction monitoring & payment services
  • KYC/KYB checks: ID verification, sanitary documentation…
  • Fraud prevention & management
Improve your operations & cash management

Improve your operations & cash management

Leverage AI & Analytics to build personalized, top-notch experiences

Leverage AI & Analytics to build personalized, top-notch experiences

  • Multichannel reviews, social media & feedback monitoring
  • Voice of the customer analysis
  • Customer journey mapping & root cause analysis
  • Demand forecasting
  • Business intelligence reporting to support personalized recommendations, upselling, cross-selling
  • Process automation including RPA, AI and machine learning solutions.
  • Self-service tools implementation: IVRs, Chatbots…

Client stories

From the next-generation travel booking platform to the best customer satisfaction platform

The startup is a next-generation travel booking and management platform that provides business travel solutions to companies.

Due to their rapid growth after the pandemic, the company was looking for a travel outsourcing partner to provide customer support service & back office as well as 3rd parties providers management for a new location they wanted to operate in.

Solution

The company turned to an outsourcing partner that could understand the challenges a travel startup faces, but also one that had extensive experience in the industry. The Nest by Concentrix was their first choice.

As soon as the partnership started, we deployed a team of 15 outsourced agents from El Salvador and Colombia to manage customer support and 3rd parties providers management in English. However, the startup was becoming extremely popular and required additional hands on deck. After 6 months, the team grew from 15 to c.250 agents solving issues on a multi-channel basis.

Results:

  • 6 pp improvement in CSAT during the first 5 weeks
  • Best performing site (new location) in terms of CSAT after the first month in operations (85% vs 79% for the internal team)

Transforming the digital CX of a multinational airline

Our client is a multinational airline and like many other businesses in the industry, it recognized that the digital maturity and expectations of its customers were out of step with many of its own operating processes.

As such, it searched for a key strategic outsourcing for travel partner to support them in achieving its digital vision and appeal to all audiences including younger ones.

Solution

We directly turned to our specialist consultancy service to create a more dedicated outsourcing model office to support the company’s digital transformation strategy.

Once the strategy was developed and tested, we set up a team of travel airline experts to handle customer service as well as claims and refund management. The outsourced team was made up of 1000 agents located in the UK, Portugal, Morocco, South Africa, India, Romania, Poland and The Netherlands, and it was able to cover all customer requests in French, English, German, Italian, Portuguese, Spanish and Dutch.

Results:

  • €2.7M reduction in cost-to-serve thanks to efficiency improvements
  • 84% First Call Resolution
  • 85% Customer Satisfaction
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