Flight Centre Travel Group Transforms its Customer Experience with K2 Cloud

Nintex, the global standard for process management and automation, announced that Flight Centre Travel Group, one of the world’s largest travel agencies, has successfully leveraged K2 Cloud to help improve its operational efficiencies and digitally transform its customer experience.

Flight Centre Travel Group, with a vast global sales network, received an overwhelming number of cancellation requests in 2020 as a result of the pandemic. The company needed to find a fast and more efficient way to support its customers beyond their 800-number especially when the U.S. and Canada borders were initially closed this year.

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The organization turned to K2 Cloud to quickly develop and launch a digital form process that automatically routes changes to one centralized expertise-based Flight Centre team armed with all the necessary tools and policies to expedite changes with improved customer experience. To date, the form has been leveraged more than 60,000 times which has helped reduce customer hold times and potential frustrations.

“The travel industry as a whole quickly pivoted how it operates and responds to cancellations and restrictions brought on by the pandemic,” said Josh Waldo, Nintex Chief Customer Officer. “By automating repetitive, time-consuming tasks with easy-to-use and powerful digital process automation software like K2 Cloud, the Flight Centre Travel Group immediately went digital and provided its corporate travelers with a better experience.”

To improve its corporate travel customer experience, the Flight Centre Travel Group modernized its operations to drive more consistency and transparency across its processes. Previously, like most businesses, information was tracked and shared across spreadsheets, forms, and third-party tools, with no single source of truth. This resulted in team members spending time managing repetitive, complex processes that delayed great customer experience.

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“We wanted to improve process efficiency across the organization. We needed a consistent, streamlined way of accurately capturing all information in a shareable way in order to create greater standardization and transparency,” said Shaun Clear, Global Head of Operations for FCM Travel Solutions (a Flight Centre brand). “K2 Cloud has given us the ability to quickly and swiftly address a number of operational issues helping us focus on the most important piece of our business and the reason we exist: our travel customers.”

The company previously used internal technology called “HUB” to build corporate travel client sites and also securely store individual traveler profiles including frequent flyer information, seat and meal preferences, credit card numbers, and identification documents. While this process was great for the traveler, it was challenging for the Flight Centre Travel Group team to build and maintain as it required a 100% manual process to build all new sites.

“For instance, we currently have one customer that needs 400 sites, which is an immense undertaking when one build typically takes about 30 – 45 minutes,” said Nick Williams, Head of Digital Workplace at Flight Centre Travel Group. “To keep up with demand we needed to add an intelligent automation layer to the process which is why we decided to use K2 Software. With K2 Cloud we can collect customer information and configure it with RPA to automatically build sites with no human oversight. This has been truly transformative for the team and helps us focus on more strategic projects like improving our customer experience and future-proofing our business.”

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