Introduction
A leading financial institution faced significant challenges in managing travel for its executive assistants (EAs) and high-level staff. Relying on a single dedicated agent at their previous travel management company, the client struggled as its 35 EAs required more consistent and accessible support.
The client encountered several hurdles in managing travel. They experienced a lack of service continuity and had limited access to agents who were fully familiar with company travel policies. With a high volume of bookings, reaching support was difficult, and overall, the process lacked personalization and efficiency across multiple executive assistants.
With these obstacles, the client needed a scalable solution that delivered reliable and consistent service while maintaining a personalized experience for each EA.
Solution
To meet these needs, Cain Travel implemented an assigned agent team model, designed for both volume and personalization. This approach enables the team of agents to become experts in the company’s policies while developing relationships with each EA.
Team-Based Support
A dynamic 10-agent team provides coverage throughout the week, enabling multiple EAs to call in simultaneously and receive prompt assistance from an agent trained on their polices and procedures.
Personalized Service
Ahead of the launch, agents collected detailed information about each EA and executive, allowing a customized experience from day one. Agents have continued to track individual EA and traveler preferences and booking patterns to maintain efficiency and continuity across the team.
Dedicated Contact Information
The client received a unique phone number and email, routed directly to the assigned team. Calls are routed to the agent team using a longest-idle distribution strategy, ensuring clients are quickly connected with a specialized team member and receive consistent, reliable support.
Implementation
The implementation period was comprehensive, allowing for a deep understanding of the company’s policies and needs. Throughout the first month, the client’s account manager conducted weekly touch-base calls, transitioning to monthly calls thereafter. Ongoing support is further provided through quarterly reviews.