CASE STUDY worldwide . All of a sudden resources became tight as spending had to be reduced . I think that was a turning point for us as we had to shift to a leaner and more efficient business model . Suddenly we could no longer process as many transactions nor could we keep up with the unexpectedly high number of enquiries and cancellations from our customers .
With K2 Software , acquired by process management and automation software leader Nintex in October 2020 , we were able to decrease wait times and improve the turnaround time for many of our clientele .
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 to 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 .”
Intelligent CIO asked Nick Williams , Head of Digital Workplace at Flight Centre Travel Group , further questions to find out more .
How has K2 Cloud allowed you to improve the experience of your customers ?
Flight Centre is a global company with a large team of people that virtually anyone can access to lend a hand via various communication channels . That was until March 2020 when the industry was rocked by the global pandemic and borders were shuttered
Activities ordinarily accomplished over telephone were captured digitally using intelligent forms and workflow . This also rapidly improved the accuracy of data captured for reporting and financial purposes , which helped to strengthen the delicate decisions that our business leaders were forced to make to maintain the level of service necessary to repatriate many stranded individuals and their families .
For corporate travelers we are able to onboard opportunities a lot faster , skipping weeks of administration , and the usual back and forth over email and spreadsheets . As a result , the transition for lots of multinational corporations with large amounts of travelers can be fast-tracked , reducing friction in the handover and get them transacting with us sooner .
Can you explain how K2 Cloud has automated repetitive and timeconsuming tasks ?
As part of the onboarding of our larger clients , the implementation teams are required to set up websites for each and every market that they operate in . This is extremely time consuming and often involves multiple players in over 75 countries ‘ coming together ’ to deliver a single contract that could enable thousands of people to travel . As you can imagine this involves a lot of coordination and a multitude of tasks . While the data we require is very similar between each implementation , the way we capture it can be quite different .
By housing that business process within K2 Cloud we have been able to steer the team in to a clear and consistent way of working . The tasks they receive are sent out automatically at certain milestones during the project . Data is then entered in to forms with advanced business rules – in most cases drop-down lists with preconfigured options to remove any indecisiveness . Sometimes this happens to dozens and even hundreds of people at a time , with K2 Cloud acting like a conductor orchestrating a choir , holding everyone accountable and then moving on to the next task when it becomes satisfied .
58 INTELLIGENTCIO APAC www . intelligentcio . com