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Travelex puts its “little black book” online


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UK’s leading banks use Travelex service to offer cost-effective concierge services for demanding ‘mass affluent’ customers

Travelex Group, the world’s best-known travel finance company, has acted to further improve the service levels of its market leading telephone-based concierge services, which enable customers at some of the world’s biggest banks - from stars to the self-employed - to book anything from hot air balloon flights to dinner at exclusive restaurants throughout the world.

Travelex operates premier concierge services under its own Latitude brand, as well as providing the service to high street banks and credit card companies who market it under their own brand. The new system, from UK-based expertise management software developer in2itive, will serve all 12 million high net-worth customers worldwide that rely on Travelex’s concierge service. Known internally as ‘the KNOWLEDGE’, it will allow Travelex staff to pool skills and experience, providing cost-efficient responses to customer queries.

Requests, ranging from West-End theatre ticket requests to more complex foreign hotel and holiday arrangements, are routed through ‘the KNOWLEDGE’, an expertise management systems based on patented technology developed by Peterborough-based in2itive over the last two years. Travelex customer service staff can now pool their individual contacts centrally and consistently, ensuring that they solve customer queries quickly and accurately.

“We provide innovative and intelligence responses to customer queries rather than aiming to get customers off the phone as quickly as possible,“ said Simon Martin, Director – Global Connections at Travelex. “If a customer wants to know the best restaurants in Rio, or wants us to arrange a hot air balloon trip over the Ganges, we need to be able to respond swiftly. ‘the KNOWLEDGE’ will help us to do this by putting all relevant information at their fingertips.”

Previously, Travelex had used ‘first generation’ database technology which could mean that retrieving information proved to be time consuming. The three month project implementation has been well received by call centre staff and was delivered on time and to budget. There are now plans to use ‘the KNOWLEDGE” to extend Travelex’s reach beyond Europe.

Jeff Lenton, Managing Director at in2itive said, “This is a defining project for the in2itive team for a blue chip client with world-class expectations. By allowing staff to centrally combine their experience, ‘the KNOWLEDGE’ will enable Travelex to lower costs, transfer skills and effectively provide better customer service by sourcing innovative, yet proven, solutions to customer queries.”

July 2003

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