Complete Business Travel (CBT), an industry-leading corporate travel agency based in Queensland, is adopting TOPdesk’s highly rated cloud-based service management platform to manage their internal booking management system, which will assist the organisation to manage its time more effectively and support clients’ pressing travel requests.
The challenge
CBT deeply values creating the best experience for its customers. Over recent years business has grown, resulting in employees responding to an ever-increasing number of client bookings each day.
CBT used several shared email inboxes to respond to bookings and enquiries, but they had become difficult to manage. The organisation recognised that it had “outgrown inboxes”.
How did TOPdesk address this challenge?
TOPdesk was able to provide an intuitive and streamlined solution in answer to CBT’s needs.
The TOPdesk platform includes a self-service portal with a knowledge base that can automate responses to common queries from clients, send booking details to the appropriate consultant and features internal reporting tools as well as alerts if a task is running overtime.
Having a knowledge base allows the CBT team to better prioritise tasks and cuts time wasted scrolling through emails or writing out responses to routine enquiries.
It also allows for greater transparency throughout the organisation as team members have access to the same system and are able to see all bookings and enquiries. This helps break down informational silos and facilitates more collaboration between team members.
Enhanced customer service is achieved through an intuitive interface that makes it easy to access client communications and booking history.
Why TOPdesk?
“TOPdesk opened our minds to what we were missing. The software is simple, practical and efficient – which is what we like,” said CBT Manager Marcelo Grondona Paz.
“It is a great investment to improve your customer relationship and increase the productivity and morale of your team.”
TOPdesk worked closely with CBT to understand its inner workings and what its needs were.
“This showcases how a strong working relationship delivers an effective and successful software solution and seamless implementation,” said Dan Brooks, TOPdesk Service Management Consultant.
“TOPdesk allows companies to streamline internal and external processes and create greater transparency in the organisation by sharing information among team members. At CBT in particular, the TOPdesk platform was able to enhance the bookings process and support CBT to continue to provide excellent customer service.”
Marcelo Grondona Paz commented that the people at TOPdesk made the process effortless. “I’m thankful the TOPdesk team took the time to learn what we do as a business and how their system would benefit us.
“It helped that TOPdesk has an office in Australia so we were able to do everything face to face, which gave us real peace of mind,” said Grondona Paz.
Brooks said, “We listened to the client and were able to provide a solution that will grow with CBT.”
The next steps of implementation will be to release a customer-facing self-service portal and to further integrate their current systems including Microsoft Teams into the TOPdesk platform.
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