Goals:

• Deliver a competitively superior customer experience with every interaction
• Control costs to optimize profitability
• Respond quickly to changing travel conditions and new business opportunities

Achievements:

• Accurate, up-to-date information immediately available to customers, internal staff and outsourced contact centers
• Highly effective online self-service substantially reduces email and call center workloads
• Business users able to modify public and intranet site content in real time

“RightNow has been helping Travelocity achieve quality and efficiency of service for years. It's part of the reason we’ve been able to differentiate ourselves as one of the most authoritative web resources for travel.”

- Sean Campbell, Manager of Interactive Customer Care, Travelocity 

Travelocity needed a customer experience solution that would help answer customers’ questions 24 hours a day from any location and significantly reduce phone- and email-related contact center costs. Customers in this highly competitive industry require accurate, up-to-date knowledge.

Phone and email workloads were immediately eased when Travelocity compiled 200 question/answer pairs to address customers’ top concerns. RightNow allows Travelocity to add knowledge base content without depending on IT, which improves responsiveness. When Hurricane Katrina struck, the Wall Street Journal directed their readers to Travelocity’s site as an authoritative reference and Travelocity saw more than 400,000 hits on the site’s Katrina-related content alone.

Travelocity has customized its browser interface to seamlessly incorporate RightNow into the overall look-and-feel of its site. The company has also adapted RightNow’s customer survey tool to capture insights from frontline contact center staff, which are applied to refine everything from website navigation to product development.

Travelocity Support Site | Travelocity Homepage

About Travelocity, Inc.

Travelocity® is committed to being the traveler's champion—before, during and after the trip—and guarantees everything about a customer's booking will be right. If it's not, Travelocity will work with its partners to make it right, right away. This customer-driven focus, backed by live 24/7 phone support, great prices, and powerful shopping technology has made Travelocity the fifth largest travel agency in the U.S.—booking $7.4 billion in travel worldwide in 2005. Based in Southlake, Texas, Travelocity also owns and operates Travelocity BusinessSM and GetThere® for corporate travelers, lastminute.com, a leader in European online travel, and ZUJI, a leader in Asia-Pacific online travel. Travelocity is owned by Sabre Holdings Corporation (NYSE:TSG), a world leader in travel commerce.