Multicom forecast huge savings for agents with a simple click of a button

Travel agents could potentially be in line for savings of hundreds of thousands of pounds through simply using the technology available to them online, say travel software specialists Multicom.

The developers of the market leading travel booking platform FindandBook (FaB), Multicom is ready to launch a new Cancel and Amend feature that will minimise the time agents spend talking to call centres changing bookings.

The new Cancel and Amend feature, extends its existing Advanced Passenger Information System (APIS), allowing agents to make instant changes spending less time phoning call centres.

One leading major multiple working with Multicom has calculated 75% of call centre contacts are enquiring about the cost of and making amendments to existing bookings.

The new facility should improve agents’ confidence in making amendments thereby increasing take up and customer service satisfaction levels.

Multicom says the five most common amendments are a change of name. A change of one or both dates, change accommodation, add another passenger to the booking and add a special request.

Sixth on the list is adding APIS details, which can already be done online with Multicom’s FaB booking system.

Multicom Managing Director John Howell said: “The development of a simple online Cancel and Amend feature for FaB will lead to huge potential savings for agents.

“It will enable them to make simple changes to existing bookings without spending hours and hours on the phone to call centres waiting to speak to an operative to make minor alterations to a booking.

“We are confident agents will welcome this development and soon see the huge benefits both to them and their customers, providing them with a more efficient, cheaper and customer friendly service.”