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Asaleadingtechnologyprovidertothetravelindustry,wetalktoourcustomersabouttheneedtoadoptadvancedtechnologiestooperatemostefficiently.
UsingGoToAssistensureswe'reusingcutting-edgetechnologyourselvesinordertogiveAmadeusthesamecompetitiveadvantage.
TonyCarterVicePresident,Operationswww.
amadeus.
comAmadeusAsiaPacificAmadeusAsiaPacificboostsefficiencyeasilywithGoToAssistAmadeusAsiaPacificprovidesITsolutionstothetourismandtravelindustry,focusingonthreekeycustomersegments–travelproviderssuchasairlines,hotelsandtouroperators;travelsellers,includingtravelmanagementcompaniesandagencies;andcorporateandindividualtravelbuyers.
Amadeus'technologiesrangefrombookinganddistributionsystemstoITandpoint-of-salesolutions.
AmadeusfirstenteredtheAsiaPacificregionin1995.
Fourteenyearslater,andwithitsregionalheadquartersinBangkok,Thailand,AmadeusAsiaPacifichasexpandedtoinclude15AmadeusCommercialOrganizations(ACOs),servicing39countriesintheregion.
Thechallenge:deliveringpremiumcustomerservicetoadispersedclientbaseAsignificantpartofAmadeusAsiaPacific'sbusinessisprovidingadistributionsystemtoalmost20,000travelagentswithintheregion.
Withawidelydispersedcustomerbase,theregionaltechnicaldepartmentfacedthechallengeofsupportingcustomersonavarietyoftechnologyissues.
Providingonsitesupporttothedifferentgeographiesconsumedsignificantresourcesandcouldsometimesrequireextendedtimeframestoreachresolutions.
ThechallengeforAmadeusAsiaPacificwastosupportitsentirecustomerbase–andsupporttheminatimelymanner.
"Ourtechnicalteamsneededtohandleawiderangeofsupportsituationsoverthephone,oftenrequiringtraveltothecustomer'slocationaspromptlyaspossible,"saidPierreGiordano,RegionalTechnicalDepartmentManageratAmadeusAsiaPacific.
"Wedidn'twantcustomerstoexperienceanytimedelays.
"TonyCarter,VicePresidentofOperations,added,"AtAmadeusAsiaPacific,wefocusonmaximizingourcustomers'successthroughtheprovisionoftechnology.
Wewantedtoimproveourservicesandresponsetimetocustomersthroughamoreefficienttechnicaldepartment.
"""CaseStudyAmadeusAsiaPacificwentinsearchofaremote-supportsolutionthatwouldallowthecompanytoprovidethemostefficient,effectiveandtimelycustomerservice.
ImplementingGoToAssistforremoteITsupportAmadeusAsiaPacificfirstheardaboutCitrixGoToAssistCorporatethroughtheirglobalheadquarters,whichhadalreadydeployedthesolution.
GoToAssistprovidedasimplewayforcustomerstoconnecttosupportstaffinthetechnicaldepartment.
PriortotheimplementationofGoToAssist,AmadeusAsiaPacific'sremotesupportwaspredominantlyphonebased.
Theorganizationconsideredotherremote-supportsolutions,butchoseGoToAssistbecauseitwassimpleandeasytouseandinitiatedsupportsessionsfasterthancompetingproducts.
AmadeusAsiaPacificpurchased50GoToAssistorganizerseats,whichhavebeenallocatedtoeachoftheACOsacrosstheregion.
Animmediatebenefitwasseeninthedeploymentitself–AmadeusreportedthattheimplementationprocessforGoToAssistwasseamless.
DramaticimprovementofkeymetricsandcustomersatisfactionThroughtheimplementationofGoToAssist,AmadeusAsiaPacificwasabletoraisekeymetrics,achievinganimpressiveincreaseinefficiencyandcustomerservice.
Thetechnicalsupportteamsnowresolve90percentofITcontactswithinonehourofreceivingacallforassistance.
Giordanoexplained:"We'vebeenabletoimprovetheeffectivenessandthequalityofsupportforourcustomers.
NowwithGoToAssist,80percentofITcontactsarehandledremotelyand20percentarehandledon-site.
Previously,thisratiowas47percentoverthephoneand53percenton-site.
Inaddition,wehavebeenabletoincreasethenumberofsupportedterminalsby46percent,withoutincreasingthesizeofthesupportteams.
""We'reinthebusinessofprovidingthelatesttechnologysolutionstoourcustomerstoensuretheyareincreasingtheirrevenues,enhancingtheirproductivityandimprovingtheircustomerservice.
GoToAssistallowsustoprovideasuperiorqualityofcustomerservicesoourtravelagencypartnerscanoffertheirclientsthebestlevelofserviceaswell,"saidCarter.
"Todate,customerfeedbackhasbeenverypositiveacrosstheregion,"addedGiordano.
"ThisisparticularlysignificantgiventhecultureacrossAsiaPacific,preferringin-personsupport.
Initiallywedidreceivesomeresistancefromasmallnumberofcustomers,buttodayourcustomersareembracingremotesupportbecauseitenablesustosupportthemveryrapidlyandminimizeanydisruptiontotheirbusiness.
"Keybenefits90percentofITcontactsresolvedwithinanhourofcallIncreasedcustomersatisfactionReducedcostswhileimprovingqualityofserviceAmadeusAsiaPacificCaseStudyBoostingproductivityandraisingstaffmoraleAmadeusAsiaPacificneededtofindawaytodomorewiththesameresources.
"Itwasalotmorecostlytosendsomeoneon-sitethanitisforustodoaremote-supportsession,"saidCarter.
WithGoToAssist,AmadeusAsiaPacifichasdoubledtheproductivityoftheteam,absorbingtheadditionalsupportrequiredfromnewcustomerswithoutincreasingthesizeofthesupportteam.
"Wearenowabletotakemorecallswithlessstaff,"saidCarter.
ThecollaborationfeaturesofGoToAssistalsoenabledthetransferofskillswithinthetechnicalteam.
"Juniortechniciansareabletoseehowseniorsupportstaffresolvescomplexissuesbyusingthecollaborationfeature,buildingontheirownskillsetsandexpertise,"Giordanosaid.
GoToAssisthasalsocontributedtoaboostinstaffmorale,duetothequalityofserviceonoffer.
"Ourstafftakeprideinthefeedbackreceivedfromclients,viaend-of-sessionsurveys,"saidCarter.
StreamliningprocessandexpandingthegeographicalfootprintGoToAssisthashelpedAmadeusAsiaPacifictoincreasethenumberofmarketsitisabletosupportfromregionallocations.
"WehavebeenabletoregionalizeourITsupport,providingnumerouscountriesacrosstheregionwithaccesstosupportwhereit'sneededandwhereit'sappropriate.
""TherealimpacttothebusinessishowfastwecanserviceourcustomerswithGoToAssistthroughstreamliningourITsupport.
Asaleadingtechnologyprovidertothetravelindustry,wetalktoourcustomersabouttheneedtoadoptadvancedtechnologiestooperatemostefficiently.
UsingGoToAssistensureswe'reusingcutting-edgetechnologyourselvesinordertogiveAmadeusthesamecompetitiveadvantage,"saidCarter.
AmadeusAsiaPacificCaseStudyAboutCitrixOnlineCitrixOnlineprovidessecure,easy-to-useonlinesolutionsthatenablepeopletoworkfromanywherewithanyone.
WhetherusingGoToMyPCtoaccessandworkonaremotePC,GoToAssisttosupportcustomersorGoToMeetingtoholdonlinemeetingsorGoToWebinarforlargerWebevents,ourcustomers–morethan35,000businessesandhundredsofthousandsofindividuals–areincreasingproductivity,decreasingtravelcostsandimprovingsales,trainingandserviceonaglobalbasis.
AdivisionofCitrixSystems,Inc.
(Nasdaq:CTXS),thecompanyisbasedinSantaBarbara,California.
Formoreinformation,visitwww.
citrixonline.
comorcall+18056906400.
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Citrix,GoToMyPC,GoToAssist,GoToMeetingandGoToWebinararetrademarksofCitrixSystems,Inc.
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