Case Study: FDM Travel boosts customer service and upsells with Travelport Smartpoint

FDM travel boosts sales with Travelport as 4 of its top 10 sellers had no prior travel agency experience

FDM Travel, a customer-focused offline travel agency, sought a technology solution to improve agent response times through smart automation and user-friendliness. This would allow their agents to concentrate on delivering more personalized customer service. They partnered with vendor Travelport and implemented its Smartpoint platform to address this challenge.

Travelport's solution, Smartpoint, provided an intuitive and visually compelling interface that streamlined the booking process. This resulted in faster response times, improved customer service, and a significant easing of agent onboarding. The platform's tools, such as the Queue Control and Search Control consoles, gave FDM Travel greater business control. A measurable impact was that four of their top ten salespeople had no prior travel agency experience, demonstrating how Travelport's technology allowed them to successfully recruit and train a new generation of agents.

FDM travel