Improved customer service – on top of new savings
Working with Genpact, ALG has improved its customer experience in a number of ways. ALG can now provide faster service with better price matching accuracy. A new customer care ticketing tool built with Cora Orchestration processes tickets quickly with more immediate resolution to queries, meaning customers can plan their trips with greater ease. An automated price matching workflow provides ALG team members with the correct policy for each case, allowing qualifying customers to save more on their purchases.
Before Cora Orchestration, the price matching process was completely manual. Teams used about 70 different policies to review each case based on tour, product, and competitor to determine if it was similar enough to issue a match. The price matching workflow built in Cora Orchestration allows users to enter the tour, product, and competitor type to automatically pinpoint the right policy. “We can go back to a supplier – say, a hotel – and show that a competitor had a lower price,” explains Metcalf. “It gives us the data to make sure we have price parity and allows us to recover money from that price match. That’s a very important part of our business.”
But that’s not all, according to Metcalf. “We’ve seen an average reduction of around $150 per booking in terms of the dollar amount we need to match. And since users can now track price matches and add backup information for auditing, we’ve reduced the number of price matching instances by about 20% to 30%. In our business, that can amount to significant savings.”