Travelocity Business enhances its mid-office and agent desktop systems

In an effort to provide travelers with relevant travel information that simplifies the business travel process, Travelocity Business has made enhancements to its mid-office and agent desktop systems.

Travelocity Business’ mid-office system can now produce email alerts to travelers any time a potential discontinuity is detected on a traveler’s itinerary.

The new alerts make travelers take a second look at a questionable itinerary to help avoid any potential pitfalls before they embark upon a trip. Some of the instances when an alert may be issued include: A traveler has booked a round trip ticket that arrives and departs from different airports in the same city; A connecting flight arrives in one airport and departs from a different airport in the same city; Hotel dates don’t match flight arrival and departure dates for a specific city.

Travelocity Business has also integrated a new CRM solution within its agent desktop so that travel counselors and customer service personnel both have access to traveler issues and can make updates as needed. The tighter integration also means that travelers are kept informed of the status of their issue until it is resolved, as the system automatically issues email updates to the affected business traveler any time a representative opens, modifies or closes an issue, according to the company.

The customer service issues also are integrated into Travelocity Business’ standard reporting suite, so that a company’s travel manager can pull reports and examine the number of open or closed issues and the type of issues for more proactive travel management. For example, a travel manager can compile issues specific to a particular supplier to aid in the negotiation process.