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 CX™ solution as well as various standalone systems.
“While we were happy with Genesys Multicloud CX, 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.
CarTrawler shortlisted three proposals before choosing the Genesys Cloud CX platform. Then the COVID-19 pandemic struck. “We went to 100% home working and seamlessly switched to Genesys Cloud CX four weeks after without any significant IT issues, service disruption or productivity drops,” said Waghorn.