Driving Customer Success to Leading B2B Travel Platform, CarTrawler

DigitalWell implemented Genesys Cloud CX and integrated it with EdgeTier artificial intelligence ticket handling.

cartrawler logo

At a glance

  • Customer: CarTrawler
  • Industry: Travel
  • Location: Ireland
  • Challenge: Simplify IT approach,
    Accelerate app development,
    Speed service enhancements
  • Solution: Genesys Cloud CX
  • Capabilities: Inbound, IVR, Self-service, Email, Chat, Integrations

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 unrivalled breadth and depth of content worldwide, including car rental, private airport transfer and ride-hailing services.

12%
Increase in service levels
10%
Reduction in handle time
8%
Decrease in abandoned calls

Challenge

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 unrivalled breadth and depth of content worldwide, including car rental, private airport transfer and ride-hailing services.

While happy with Genesys Multicloud™, CarTrawler wanted to be more self-sufficient and hands-on, particularly when optimizing apps and services. With twin contact centres 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.

CarTrawler worked with DigitalWell to migrate to the Genesys Cloud CX™ platform within four weeks. This allowed the company to achieve marked results such as:

  • Optimise a hybrid working model
  • Deliver a 12% increase in service levels
  • Reduce handling time by 10%
  • Decrease abandon calls by 8% drop

Solution

CarTrawler shortlisted three proposals before choosing the Genesys Cloud CX platform. Then COVID-19 pandemic struck and CarTrawler, like many companies, had to pivot effectively and efficiently. “We went to 100% home working and seamlessly switched to Genesys Cloud CX within four weeks without any significant IT issues, service disruption or productivity drops,” said James Waghorn, Director of Customer Contact at CarTrawler.

DigitalWell implemented Genesys Cloud CX and integrated the solution 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 CX 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.”

James Waghorn, Director of Customer Contact, CarTrawler

Initially, the solution connected 200 agents in both contact centres with frictionless 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.

Outcome

Covid sent the global economy, indeed the world, into disarray. The travel industry was critically impacted.  From the initial wave of COVID, the travel and tourism industries were severely curtailed. CarTrawler was challenged to deal with increased contact volumes as customers called to change bookings or get refunds. Fortunately, integrating Genesys Cloud CX and its PCI Pal payment system eased concerns, enabling agents to adeptly steer customers through the process.

Despite the unforeseen challenges of increased demand and having to adapt to remote working, CarTrawler excelled at pivoting to meet the customer demand, offering best in class customer service. Service levels improved by 12% after three months on Genesys Cloud CX. Significantly, the average handle times and abandon rates dropped by 10% and 8%, respectively.

Innovation shows no signs of slowing. CarTrawler with DigitalWell and Genesys 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.”

James Waghorn, Director of Customer Contact, CarTrawler
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