Case Study: Gant Travel Management achieves rapid, personalized 24/7 traveler support and a 30-point NPS lift with Talkdesk

Gant Travel accelerates customer responsiveness with cloud-based service transformation

Gant Travel, a corporate travel management company, was hampered by a legacy contact-center stack that slowed responses, blocked innovation and left agents without quick access to traveler identity or trip data—critical weaknesses when customers face cancellations, delays or missed connections. Disconnected systems made proactive support and rapid change impossible, so Gant needed a scalable, flexible platform that could integrate with existing travel tools and empower internal teams.

By deploying Talkdesk CX Cloud with a native Salesforce integration, Gant unified systems, enabled instant caller recognition with embedded trip data, introduced smart routing and omnichannel options, centralized workforce scheduling, and built no-code customizations (including a new “Admin” persona and graduated training ring). The transformation drove measurable gains: 80% of calls answered within 60 seconds during peaks, Admin NPS rose 30 points (40→70), 24/7 global coverage with better forecasting, faster personalized service and reduced agent stress—while freeing the team to innovate.

Gant Travel Management

Jim Conner

Director of Operations