A world leader in the travel marketplace, Sabre Holdings merchandises and retails travel products and provides distribution and technology solutions for the travel industry. Sabre Holdings supports travelers, travel agents, corporations and travel suppliers around the world through its three companies Travelocity, Sabre Travel Network, and Sabre Airline Solutions. Sabre employs 9,000 people in 59 countries worldwide.

Challenge

• The global leader of software and services for the airline industry wanted to deliver the most efficient, cost-effective and usable extranet possible for its business customers
• They sought to eliminate some of the high costs and redundancies associated with delivering information, documentation, training and support, that could otherwise be centralized and include continuous,  customer-driven updates and improvements
• Sabre also wanted to be able to ensure their staff were consistently delivering high quality support, by customer-driven performance measurement and the development of targeted training programs in challenge areas.

Solution

• ResponseTek provided Sabre a self-serve eKnowledge solution, so both customers and service agents could browse and search a library of answers to common questions and discussion of popular issues, via the extranet
• Their CEM solution includes an online customer feedback application for continuous collection of customer experience intelligence to monitor the quality of services delivered by the organization.
• An email-based CEM solution allows the company to maintain an ongoing agent quality monitoring (AQM) program, to systematically gauge quality of service delivered by Customer Support Agents once support issues have been closed.

Results

• The eKnowledge library has allowed customers to easily find or search for topics relating to their experience and interests, resolving issues and deflecting unnecessary inbound calls or contact with customer services personnel.
• It has also allowed Sabre a way to organize information in order of priority determined by customer feedback, and to ensure Sabre is consistently providing quality service.