Nintex, the global standard for process management and automation, reported that K2 Cloud has been successfully leveraged by Flight Centre Travel Company, one of the world’s largest travel agencies, to help boost its operating efficiencies and turn its customer experience digitally.
As an implication of the pandemic, Flight Centre Travel Group, with a large global distribution network, issued an overwhelming number of cancellation requests in 2020. Particularly when the U.S. and Canada borders were initially closed this year, the company needed to find a faster and more effective way to serve its customers beyond their 800 numbers.
In order to rapidly build and deploy a digital type process, the company turned to K2 Cloud, which automatically routes changes to a centralized expertise-based Flight Centre team equipped with all the required resources and policies to accelerate changes with enhanced customer experience. To date, the form has been leveraged more than 60,000 times, helping to minimize wait times and possible frustrations for customers.
“The travel industry as a whole quickly pivoted how it operates and responds to cancellations and restrictions brought on by the pandemic,” said Josh Waldo, Nintex Chief Customer Officer. “By automating repetitive, time-consuming tasks with easy-to-use and powerful digital process automation software like K2 Cloud, the Flight Centre Travel Group immediately went digital and provided its corporate travelers with a better experience.”
The Flight Centre Travel Group modernized its operations to drive greater consistency and clarity through its processes to enhance its business travel customer experience. Previously, knowledge was tracked and shared through spreadsheets, formats, and third-party instruments, with no clear source of reality, like most corporations. This resulted in the spending time of team members handling routine, complex processes that hindered great customer service.
“We wanted to improve process efficiency across the organization. We needed a consistent, streamlined way of accurately capturing all information in a shareable way to create greater standardization and transparency,” said Shaun Clear, Global Head of Operations for FCM Travel Solutions (a Flight Centre brand). “K2 Cloud has given us the ability to quickly and swiftly address several operational issues helping us focus on the most important piece of our business and the reason we exist: our travel customers.”
To create corporate travel consumer sites and also securely store individual traveler profiles, including frequent flyer information, seat and meal preferences, credit card numbers, and identity documents, the company previously used internal technology called ‘HUB’. While this process was perfect for the traveler, building and managing the Flight Centre Travel Group team was daunting as it needed a 100% manual process to build all new sites.
“For instance, we currently have one customer that needs 400 sites, which is an immense undertaking when one build typically takes about 30 – 45 minutes,” said Nick Williams, Head of Digital Workplace at Flight Centre Travel Group. “To keep up with demand we needed to add an intelligent automation layer to the process which is why we decided to use K2 Software. With K2 Cloud we can collect customer information and configure it with RPA to automatically build sites with no human oversight. This has been truly transformative for the team and helps us focus on more strategic projects like improving our customer experience and future-proofing our business.”
