Travel
APT
Solution Implemented
- Salesforce Experience Cloud
- Genesys CTI Connector
About
Australian Pacific Touring (APT), a distinguished luxury tour and cruise operator, has been at the forefront of delivering unique travel experiences for over 95 years. With offerings such as wilderness lodges in the Kimberley and opulent river cruises across Europe and Asia, APT epitomises luxury travel.
Embracing digital transformation, APT has leveraged cutting-edge solutions to elevate customer service, streamline operations, and enhance support for travel agents and customers — successfully navigating pandemic-induced challenges with Salesforce as a strategic partner.
The Challenge
APT faced two pivotal challenges amid technological advancements and evolving customer expectations:
- Outdated Call Centre Technology:
The existing system was inadequate for efficiently managing customer calls — particularly for existing bookings. Limited integration led to poor call routing, service delays, and reduced customer satisfaction. - Inefficient Trade Site:
The previous trade site was outdated and cumbersome for travel agents. It lacked user experience optimisation and essential automation, resulting in increased administrative effort and delayed access to marketing materials and reports.
Solution
Services Implemented
- Contact Centre Integration:
Salesforce’s integration with the Genesys CTI Connector transitioned APT’s call centre operations to the cloud, enhancing flexibility and reducing reliance on desktop systems. - Enhanced Call Routing:
This feature automatically displays relevant booking information to agents, streamlining call routing and improving response times for customers. - Self-Service Trade Site:
The newly developed ATG Connect platform empowers travel agents to independently generate personalised marketing materials and access key reports, boosting productivity and minimising manual effort. - Community Collaboration:
By leveraging Salesforce Experience Cloud, APT created a collaborative environment where agents can share marketing resources and maintain customer engagement, even amidst financial constraints. - Custom Components:
LS Technologies developed 40–45 bespoke Lightning components to extend the Trade Site’s functionality and enhance agent workflows.
Key Outcomes
- Improved Operational Efficiency: Integration of cloud technologies and enhanced call routing significantly streamlined customer service operations.
- Increased Agent Productivity: The development of a self-service trade site and custom Lightning components reduced manual tasks, freeing agents to focus more on customer interactions.
- Enhanced Customer Experience: Faster response times and more personalized service improved overall customer satisfaction.
- Strengthened Agent Collaboration: The use of Salesforce Experience Cloud facilitated better resource sharing among agents, enhancing marketing efforts and maintaining high engagement levels.
- Robust Technological Framework: The digital upgrades provided a more integrated and cohesive system that supported both current needs and future scalability.
Customer Appreciation
”APT highly values the outstanding support from LS Technologies during their digital transformation. Integrating Salesforce with Genesys CTI Connector and revamping the Trade Site significantly enhanced operational efficiency. The ATG Connect Trade Site has notably streamlined the login and registration process, established a self-service portal for travel agents, and significantly reduced manual workloads, thus freeing up resources and improving service delivery. LS Technologies’ expertise has been instrumental in enhancing process efficiency, agent productivity, and customer satisfaction. APT looks forward to a continued fruitful partnership.
This revised case study showcases how APT, with the support of innovative technologies and partners, has successfully navigated the challenges of modernizing its operations to better serve its stakeholders in a dynamic industry landscape.
APT