I had never imagined that I would have robots for colleagues. But now I do. I can’t have a coffee with them, but I can definitely count on them to be team players. The way the Amadeus Robotics solutions help us at Consolidador.com to remove administrative tasks from our staff so that we instead can go the extra mile for our customers, has been a gamechanger.
Growing pains – and a pandemic
At Consolidador.com, we have been fortunate enough to be able to expand our business into new markets over the last years, despite the challenges brought on by the pandemic. Expanding is of course very gratifying, but as we grew, the number of queue messages and manual work grew with us, and anyone in the travel industry will know that managing your queues is a manual and time-consuming business – especially when we are strained on staff and in peak periods. So, while we were happy to grow, it was also making the queue management an increasing concern and additional workload for us.
And then the pandemic struck, and huge amounts of schedule changes and cancellations became the order of the day. This, combined with our new business, made the volume of information that we received from each airline every day on our queues reach astronomical proportions.
The pandemic also brought a feeling of insecurity to our customers’ passengers. As a consolidator, our clients are the travel agencies and not the traveler. This layered value chain can complicate the communication flow to the travelers about the changes and information received in the PNRs. So, it’s really important for us that our customers receive all the information the airline send us as soon as possible, so they are able to communicate on to their travelers. As you can imagine, time is absolutely essential in this matter.
We are proud to be a client and service-oriented company with an experienced team, and our objective was to continue to be valued for this. However, with an increase of nearly 50% in incoming requests or notifications that we needed to read through, prioritize and analyze for appropriate actions, this became a real challenge. There were a lot of cancellations and travel agents were really concerned with the situation. This accelerated our search for a solution to improve our procedures.
Automate what can be automated
WithAmadeus Robotics
, we found what we were looking for. Together with the Amadeus team, we identified a combination of Amadeus Auto-Queue Sorting and Amadeus Auto-Queue 1 Cleaner as the solution mix that best fit our requirements and procedures The robotics solutions ensure ourqueue management
is automated by scanning, analyzing and actioning any confirmation, cancellations or schedule changes coming in from the airlines while automatically sorting and distributing PNRs into matching output queues based on our configuration and business rules.This efficient setup benefits both us and our customers on a daily basis.
With work restrictions and the increasing workload, to have automation in our queues flows was a life saver. Without it, I don't think that we could be able to keep our clients informed of all cancellations and schedule changes.
Queue management is not a difficult or complicated task, but it is an important and necessary one, however NOT what we consider our human staff SHOULDbe spending their time on. It takes human staff away from what only humans can do - which is to really be there for our customers, go that extra mile, and make our customers truly feel that we have time for them and are close to them. We pride ourselves with a strong focus on service, and we do not want to waste our staff’s time cleaning queues. And let’s be frank, it’s pretty boring too, and does not make staff feel their expertise being put to good use and bring value.
Now, with the robotics, we have “someone” doing those administrative tasks as good as we do, but generally faster. Without the robotics, we needed one person spending at least 50% of their time only to sift through the queues on a daily basis. The Amadeus solutions allowed us to avoid accumulation of queues and have our clients be informed in just a few minutes without using valuable human resources.
Tailormade solution
I truly appreciated how easy the robotics can be configurated to fit our procedures. All businesses are different, and we cannot rely on a “one-size-fits-all” set-up. Amadeus provided us a dedicated person to help us through the set-up process, always trying to lead us to “out of the box” ideas, to adapt the robotics to our needs. That was a key element during the implementation. We felt in very safe hands!
The customization capabilities also enabled us to integrate the robotics with other solutions we have in place, for example sending truly customized messages and notifications to our customers in a high quality and efficient way and in a timely manner.
Leveraging technology is the key to success
Consolidador.com as a company, and I especially as Transformation Manager, are always on the hunt for technological solutions that can make the work easier for our expert team and give them more flexibility to let them work on what they do best and in areas where their expertise is of most value to our clients. This is our key to success, and we have a clear strategy of investing in innovation and technology. This partnership with Amadeus Robotics was one more step in the right direction.
So, trust technology. Trust robotics. They are your best ally to let your team focus on customers and business results. Automate what can be automated, your team has better things to do than messing around with manual queue management.
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