Introduction
When the client first engaged with Cain Travel, they were navigating significant obstacles in managing their travel needs. The company’s executives, C-suite, and entertainment industry professionals required a high-touch, uniquely personalized level of service that was not being met through a traditional agent call center model at their previous travel management company.
The client faced several challenges, including a lack of consistency between agents, extreme delays in responses, difficulty building trust with any specific agent, and frustration from not receiving the level of service expected at their professional tier.
Recognizing these pain points, Cain Travel implemented a dedicated agent model to enhance continuity, reliability, and trust throughout the travel process. Under the dedicated agent model, the Cain Travel agent developed a comprehensive understanding of the client’s policies and high-profile traveler needs to deliver a bespoke travel experience. Beyond managing flight reservations, the dedicated agent delivers a seamless end-to-end travel experience by coordinating airport greeters, private chauffeurs, international lounge access, and more – while working closely with executive assistants to ensure each hotel stay reflects the traveler’s individual preferences.
Solution & Implementation
Dedicated Resources
The company was assigned one full-time dedicated agent, supplemented by one part-time dedicated agent to ensure a 10-hour coverage window. Beyond this, a support team of eight agents provides backup as needed.
Policy Development
Amid a critical transition, separating from its parent organization and preparing to go public, Cain Travel acted as a strategic consultant, assisting in the development of a new travel policy designed to simplify and streamline processes while aligning with the client’s broader business objectives.
Seamless Communication
A unique phone number and email address were created exclusively for the company. All calls are routed first to their dedicated agent; if unavailable, calls roll over to the support team. A service-level agreement was established to ensure a clear and transparent understanding of phone response expectations.
Training & Ramp-Up
The implementation period was extensive, ensuring the dedicated agent understood company policies, talent’s preferences, and the nuances of servicing executives at a white-glove standard.