CASE · TRAVEL AGENCY
Seven shared mailboxes, and one person holding every tool
A travel agency takes enquiries for air tickets, bespoke trips and group travel by email. We gave each enquiry its own case, and the consultants approve every reply.
Every enquiry ran through one person
One email could hold a new quote request and a booking change. Quote versions got lost in documents, and approvals were given in chat.
Each enquiry now gets its own case
The agent sorts each fact into settled, unclear or missing, and asks the client instead of guessing. Consultants start from a drafted reply, and every approval is recorded on the case.
The same job, before and after
Illustrative workflow with sample data.
Where it stands
In production
Capture, drafting, fare search and quoting run on the agency’s real mailboxes.
Ticketing in test
Ticketing runs in the airline’s test environment, and no real ticket has been issued.
What changes
| Measure | Before | With the agent |
|---|---|---|
| Shared mailboxes per enquiry | 7 | 1 case workspace |
| Staff time per quote | ≈ 4 hours | ≈ 1.5 hours |
Figures marked ≈ are estimates for a typical case, not measured results. They are replaced with the client’s own figures once measured.
Talk to us
Tell us which mailbox hurts most. We will show how its enquiries would be read and what a person still approves.
enquiry@redesignyour.work
