Travel & Leisure Customers

Sector Overview

Redwood provides communications solutions to organisations throughout the travel and leisure sectors, including many of the world’s leading airlines, train companies, hotel chains and concert venues.
The travel industry is responsible for 9% of global GDP. The sector also accounts for one in eleven jobs worldwide, a figure expected to increase to one in ten by 2022. But whether travel is a workaday necessity or an indulgent luxury, all travellers now expect to be provided with information and assistance services on a par with those offered by the best customer-oriented organisations.

In response to either booming expansion or recessionary contraction, and in a sector always alive with new competition, travel providers, whether airlines, holiday firms, train operators or bus companies, have maximised business profitability through consolidation of resources and an emphasis on self-service. In many cases this has resulted in a lack of personalised, joined-up customer assistance.
While travel sector organisations have often been pioneers in e-commerce, then, the customer experience found in their other communication channels has often been inconsistent or unsatisfactory.

In parallel, the leisure industry is forecast to generate almost £1.9trillion of revenues by 2015, making it one of the most significant global marketplaces. But in a multi-channel consumer world where high value is placed on making the most of scarce free time, customers are now demanding increased control and flexibility from their leisure experiences, a movement fuelled by a greater variety of potential leisure choices, instant web bookings and customer-powered satisfaction scoring.

Key to improving service levels and competitive efficiencies across travel and leisure is the provision of effective customer communications via multiple channels – linked seamlessly with the organisation’s secure data.

The mass capacity of Redwood’s DNX® communications hardware enables travel and leisure organisations to field the huge volume of enquiries that can occur at peak times, such as during multiple flight cancellations or weather-related train disruption. Here RedResponse® and RTFlow™ work together, enabling organisations to create and customise intelligent and effective multi-channel communications. These automatically field any number of concurrent interactions, providing travellers and leisure users with automated information or onward connection to live customer service agents where appropriate, all via the most appropriate communications mechanism for any customer’s situation.

RedContact™ multi-channel Automated Contact Distribution (ACD) enables self-service and live agent interactions across web chat, voice, SMS and email to be distributed to the best department and most appropriate agent, increasing service levels. And through interoperation with back-end databases via RTIntegrate™ APIs, customer data is automatically fed into the Desktop Transformation Assistant (DTA®), providing a screen pop to ensure that agents have as much relevant data as possible in order to handle every enquiry as effectively as possible.

Travel and leisure bookings can be carried out quickly and effectively across multiple channels, supporting and augmenting existing e-commerce facilities, while integration with RedLock™ enables secure and PCI-compliant (PCI DSS Level 1) card payments via phone. Automated booking reminders and notifications across SMS, email and automated voice message are configured through the flexible RedResponse interface, providing customers with features such as personalised alerts to ensure that they do not miss flights or opportunities to upgrade, enhancing service levels and maximising revenues.

Voice interactions can be recorded via the compliant RedRecorder™ application, allowing organisations to maximise quality control, and in-depth real-time and historical reporting through RedView™ provides complete visibility across all services. This ensures that travel and leisure sector organisations can continually optimise both the customer experience and their resource distribution, reducing costs while increasing efficiency and customer satisfaction.