Pain Points
• Under internal rules, all ticketing and invoice-sorting tasks were assigned to dedicated booking coordinators. Heavy workload led to frequent human errors. On-demand ticketing requests arrived around the clock, requiring 24/7 support and driving up staffing costs.
• Limited booking discounts kept corporate travel costs at a high level.
Solutions
• Provided dedicated agent-assisted ticketing with a 5-second response time to fulfill on-demand booking requests around the clock. Dedicated reconciliation specialists produced detailed periodic reports and coordinated invoice reconciliation with in-house booking staff to reduce their burden.
• Direct connections with airlines and hotels enabled real-time multi-source price comparison to secure competitive booking rates.
Outcomes
• Responsive support met round-the-clock ticketing requirements and lifted employee satisfaction.
• Timely, well-organized invoice delivery reduced workload for internal booking teams and lowered overall manpower expenditure.
