Case Study: Satguru Travel streamlines email response times with timetoreply

Satguru integrates timetoreply to streamline operations

Satguru Travel, a global travel company, was facing operational inefficiencies due to a bulky and time-consuming ticketing system. Their agents struggled with the heavy interface and lacked automated reporting for crucial metrics like email response times. The company needed a more focused tool to track performance without disrupting their workflow, leading them to implement the timetoreply email analytics service.

The timetoreply solution integrated seamlessly with their existing Gmail and Outlook, running in the background without manual intervention. This provided managers with a user-friendly dashboard to monitor and report on agent performance, extracting granular data on response times. The measurable impact was significant: timetoreply's metrics were built into agent KPIs, driving proactivity and improving customer feedback. The company set specific reply-time goals, with 60% of emails answered within 30 minutes and all within 4 hours, giving them a competitive edge.

Satguru Travel

Kulwinder Pal Singh

Head of Central Operations Centre