Our client is one of Europe’s largest and fastest growing online travel operators. From its origins in Italy, the company’s operations have expanded rapidly and now completes up to 7,500 customer transactions a day in eight European languages. Expansions into the Australian, Philippine and USA markets in early 2012 clearly signaled our client’s global ambitions.
The collaboration with Transcom started in 2009, with customer services managed initially from our Tunis and Pula centers in Croatia, providing support in French and Italian as both countries being the two main markets for the online travel operator back then. Following its success in southern Europe, in 2011 the travel agency extended its online booking services to Russia and the Ukraine, followed by Germany, Hungary, Poland and Turkey.
In light of these developments, the Transcom team in Budapest – a central hub where multiple languages can be handled at scale – swiftly set up the Russian service in October 2011, soon to be followed by new teams dedicated to Germany, Hungary, Poland and Turkey. The operations performed in Budapest for our client include the Global Distribution System services of the very highest quality, which system is used to handle ticketing and post sales activities for all the major flag carrier airlines. Interaction between front and back offices has been optimised to speed up the resolution of customer requests. With over 700 contacts and more than 1,500 bookings and post sales operations handled on a daily basis, the excellent coordination and organisation capabilities of this project’s team leaders and agents needs no further comment.
In October, the team celebrated the 2nd anniversary of the start of the service in Budapest. The team prepared a huge cake and lots of other baked items to celebrate the event together