Case Study: Gant Travel reduces after-call work and training time with ProcedureFlow

Gant Travel cuts after-call work by 45s with ProcedureFlow

Gant Travel, a technology-driven corporate travel management company, faced challenges in efficiently handling complex customer service processes due to the constantly evolving nature of the travel industry. They sought a solution to simplify process updates and better support their agents, leading them to implement ProcedureFlow, a visual knowledge management solution.

By using ProcedureFlow to centralize and visually map out over 500 complex processes, Gant Travel provided agents with a single source of truth. This solution reduced average after-call work by 45 seconds per call and cut new agent training time from five weeks to just three. ProcedureFlow enabled Gant Travel to quickly update workflows, improve service quality, and efficiently manage the industry's recovery after significant COVID-related disruptions.

Gant Travel