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Flight Centre Travel Group Transforms Its Customer Experience With K2 Cloud

Nintex, a process management and workflow automation company, recently announced that Flight Centre Travel Group, one of the world's largest travel agencies, has successfully leveraged K2 Cloud to help improve its operational efficiencies and digitally transform its customer experience.

Flight Centre Travel Group, with a vast global sales network, received an overwhelming number of cancellation requests in 2020 as a result of the pandemic. The company needed to find a fast and more efficient way to support its customers beyond their 800-number especially when the U.S. and Canada borders were initially closed this year.

The organization turned to K2 Cloud to quickly develop and launch a digital form process that automatically routes changes to one centralized expertise-based Flight Centre team armed with all the necessary tools and policies to expedite changes with improved customer experience. To date, the form has been leveraged more than 60,000 times, which has helped reduce customer hold times and potential frustrations.

To improve its corporate travel customer experience, the Flight Centre Travel Group modernized its operations to drive more consistency and transparency across its processes. Previously, like most businesses, information was tracked and shared across spreadsheets, forms, and third-party tools, with no single source of truth. This resulted in team members spending time managing repetitive, complex processes that delayed great customer experience. 

The company previously used internal technology called "HUB" to build corporate travel client sites and also securely store individual traveler profiles including frequent flyer information, seat and meal preferences, credit card numbers, and identification documents. While this process was great for the traveler, it was challenging for the Flight Centre Travel Group team to build and maintain as it required a 100 percent manual process to build all new sites.

For more information, visit www.nintex.com.

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