Case Study: Durham Travel achieves seamless remote customer service and survives COVID-19 with GoTo Connect (GoTo)

How Durham Travel utilized GoTo Connect to gain a competitive advantage in the travel industry

Durham Travel, a full-service travel agency in Courtice, Ontario, faced an existential challenge when COVID-19 halted travel and forced its offices to close. With an aging analog phone system that couldn’t support remote work, the agency needed to move in-person client meetings online and ensure agents could answer and transfer calls from anywhere. Durham Travel had already moved to GoTo’s cloud phone platform, GoTo Connect, just before the pandemic hit.

GoTo implemented GoTo Connect features — sequence-based call routing, seamless call transfer, Virtual Voicemail with email delivery, and a simple web interface for administration and multi-office routing — enabling agents to work from home without service disruption. The result for Durham Travel was faster response times, increased agent efficiency, no added mailbox costs, better customer experience across two offices, and ultimately the ability to survive and remain competitive during the pandemic.

Durham Travel

John Wood

President