Your issues

Boosting performance be more agile Controlling costs

Mission:

CDS Group is the reference booking platform in Europe for business hotels.

In order to guarantee the best quality of service to its partner companies and travel agencies, the platform takes the time to call the hotels and check that everything is in order before the travellers arrive.

As part of a growth strategy, CDS wanted to refocus their internal support service on travellers and entrust the supplier relationship to a service provider specialising in tourism.

  • Business process outsourcing
  • Multi-channel supplier support
  • Dislocation management
  • Payment assistance
  • Order security

Our solutions

Business process outsourcing, after sales service

- 8 bilingual booking agents
- Management from 8am to 7pm 7 days a week
- Industrialisation of the email handling process
- Collaborative knowledge sharing
- Booking and after-sales service management
- Collection
- Preparation of arrivals and VIP requests

Results :

  • 64 % of staff cost savings
  • 14,000 hours saved per year
  • 20,000 calls per month in outbound flow
  • Drop-out rate 93%

Technologies used :

  • Front
  • Ringover
  • Travel Room by CDS
  • American Express
  • Airplus

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