Travel Counsellors

Travel Counsellors, one of the worlds leading travel agents required a solution to aid with IT outages for their worldwide counsellor base.

Challenge

The Travel Counsellors IT Service Desk would receive hundreds of calls and tickets during peak outages of critical systems. Our challenge was to provide a service status website that details performance issues that affect 2000 Travel Counsellors worldwide. 

Solution

A dynamic, responsive website that provides at a glance information and status updates for system outages. This was pushed worldwide to their franchisees as the one-stop-shop to see whether an IT issue is ongoing worldwide, or if the issue they experience is local to their PC.

Results

We achieved an 80% reduction in the number of calls and tickets that would come through to the head office with updates posted to our website and Twitter pages. This information helped free time for the service desk to work on the outage, meaning SLA's were hit.

From The Client

“These guys have built such a strong relationship with our organization that we consider them an extension of our IT department. We always know that excellent service is just a phone call or e-mail away and that we will receive the same level of attention they always provide that makes us feel like we're their top priority.”