Fueling the world’s leading B2B ground travel platform

Transport options take off in more cities

CarTrawler is the leading B2B provider of car rental and mobility solutions to the global travel industry. The company’s end-to-end technology platform expands airline and travel partners’ offerings to their customers, creating substantial ancillary revenue opportunities. CarTrawler provides unrivaled breadth and depth of content worldwide, including car rental, private airport transfer and ride-hailing services.

With twin contact centers in Dublin and Cairo, CarTrawler uses a follow-the-sun customer service model. These operations previously ran on the Genesys Multicloud™ solution as well as various standalone systems.

“While we were happy with Genesys Multicloud, we wanted to be more self-sufficient and hands-on, particularly when optimizing our apps and services,” said James Waghorn, Director, Customer Contact at CarTrawler.

Smooth migrations

CarTrawler shortlisted three proposals before choosing the Genesys Cloud platform. Then the COVID-19 pandemic struck. “We went to 100% home working and seamlessly switched to Genesys Cloud four weeks after without any significant IT issues, service disruption or productivity drops,” said Waghorn.

Implemented by leading IT and communications provider, DigitalWell, Genesys Cloud was subsequently integrated with EdgeTier artificial intelligence ticket handling — optimizing service with phone, email and chat conversations efficiently managed from a single screen.

“We were set up with Genesys Cloud to professionally white label our services and achieve all the system enhancements we wanted, like multilingual 24/7 support, queue busters and back-office integrations,” said Waghorn.

Initially, the solution connected 200 agents in both contact centers with seamless call handling and real-time data from the company’s Salesforce CRM system — resulting in valuable time savings. Agents instantly pull up customer histories and make calls directly from Salesforce.

Solid results in challenging times

With travel plans thrown into disarray, CarTrawler dealt with huge call volumes as customers tried to change bookings or get refunds. Fortunately, integrating Genesys Cloud and its PCI Pal payment system eased concerns, enabling agents to steer customers through the process.

Despite the unforeseen challenges of increased demand and having to adapt to remote working, the company excelled. Service levels improved by 12% after three months on Genesys Cloud. And average handle times and abandon rates dropped by 10% and 8%, respectively.

Future game changer

Innovation shows no signs of slowing. CarTrawler and Wren Data are designing a solution that automatically reserves agents with specific language skills and matches them to customers waiting in the queue. That helps when agents proficient in other languages are tied up on local calls their colleagues could handle.

“This could be the next game changer in terms of improving our customer experience and lowering service and recruitment costs,” concluded Waghorn. “It’s another example of how quickly we can now spin up new projects.”