Case Study: Traveloka achieves balanced agent utilization and manages a 10x spike in customer support requests with Domo

Traveloka Manages a 10x Spike in Customer Support Requests with Domo

Traveloka, a Southeast Asian travel and lifestyle platform serving millions across eight countries, faced severe disruption during the 2020 pandemic when bookings collapsed but customer support demand—especially refund requests—spiked roughly 10x across all markets. The sudden surge forced rapid operational changes to handle cancellations, refunds, and rescheduling with limited resources.

Using Domo, Traveloka built self-serve data pipelines and dashboards to monitor service metrics, run contribution and cluster analyses on inquiries, and enable cross-country load balancing of agents. The solution gave near-real-time visibility that balanced agent utilization, helped prioritize customer communications and product fixes, and allowed the company to manage the 10x increase in support volume effectively.

Traveloka

Gumarus Dharmawan William

Product Manager