An online travelling and booking platform

The Client
Travelocity.Com (Travelocity) is the second largest online travel agency in the world and sixth largest travel agency in the United States. Travelocity is a market leader in the online travel service business and provides travel products and services to consumers through Websites and contact centers.

The Challenge
A challenging economic climate has resulted in a considerable dip in airline traffic and hotel occupancy, the world-over in the past few years. This has directly impacted the revenue generating potential of online travel agencies. Although a market leader, Travelocity also faced the challenge of dipping online revenues and needed a solution that could salvage its revenue generation channels.

As Travelocity’s long-time business process management partner, agileHorde Technologies had an in-depth understanding of the customer profiles and business. On evaluating the revenue generation model further, Travelocity and agileHorde found that the focus was largerly on the online channel as a means of customer acquisition and revenue generation.

agileHorde helped Travelocity counter the dependence on the online channel by building a robust offline channel through its proprietary Sales Center of Excellence (CoE) model. Three key elements helped agileHorde create a new revenue channel for Travelocity

Its long-standing experience in the travel and hospitality industry
A keen understanding of the multi-channel customer service environment
Ability to map customer profiles and behavior through its embedded analytics practice

The way we see it, life is just one big journey, and we’re here to help people make more enlightening stops along the way. But what does that mean, exactly? It means helping them have more fun dreaming and planning by offering up trip and destination ideas that range from time-tested to unexpected via Inspire. Giving them more fulfilling journeys and more cherished memories by delivering innovative products at Travelocity Customer First Guarantee that provides personal support before, during and after the trip. And of course, reminding them to bring snacks on long flights. (Always keep some granola in your carry-on, trust us.)

So wander with us, fellow traveler. We hope you’ve packed your enthusiasm – and a sturdy pair of shoes.

WANDER WITH US

We count the Wisest Traveler around as one of our biggest fans – you can connect with the Roaming Gnome and with Travelocity via social media