Case Study: Top Tours handles enquiries 3x faster with FocalScope

With FocalScope, Top Tours handles enquiries 3x faster than before

Top Tours, a travel agency in Denmark with offices in Thailand and Indonesia, needed a faster way to handle the high volume of pricing, availability, and booking enquiries it receives. To stay ahead of competitors without adding overhead, it turned to FocalScope and its cloud-based support platform to manage voice calls, email, and live chat in one place.

FocalScope implemented automatic routing for requests, VIP prioritization, canned responses, and a live chat widget, and integrated the system with Amadeus so agents could look up flight details directly inside emails. The result was a 3x faster response rate, around 8,000 tickets handled per month, a 10% productivity improvement, and higher customer satisfaction.

Top Tours

Martin B.

Founder