High street agents help shape Multicom's launch of Fabrix cruise journey

High street agents have helped shape the development of Multicom’s new FaBrix Cruise Journey web platform to ensure the new facility addresses the needs of the end user.

Multicom engaged various agents in a wide ranging consultation exercise to look at how they currently sell Cruise holidays and the challenges and obstacles they faced when it came to booking them.

The results of the consultation showed many agents shared similar problems which required common solutions that they all could benefit from.

The key issues highlighted included the lack of images of the cruise ships, ship information, route maps, deck plans and itineraries.

All of these factors led to a poor experience for customers while leading to missed booking opportunities for travel agents.

The lessons learnt have helped to shape FaBrix Cruise Journey which has focused on the customer experience.

The site allows them to see the cruise ships they are selecting from, the deck plans, the cabin types and position of each cabin on board the ship.

Suppliers currently working with Multicom include P&O Cruise, Cunard Cruise and Princess Cruise.

Multicom MD John Howell said: “The launch of FaBrix Cruise Journey underpins our commitment to working with and listening to agents to develop solutions to the problems they face.

“The end result is a product that has been shaped by agents to maximise the customer experience and improve the conversion rate for the retailers.

“We will continue to work with our partners to ensure we are constantly delivering technology that improves both efficiency and the bottom line for agents.”