eCompany installs HEAT from FrontRange

Travel software developer Travel Technologies, of the eCompany group, is optimising customer service and product development with the implementation of FrontRange`s customer support software HEAT. Toby Chance, CEO of Travel Technologies, says the development of world-class products relies heavily on the company`s ability to identify and deliver solutions that fulfil international requirements.

"Reliable and responsive support procedures, and information on customer`s needs and queries are critical. Customers have to be assured that no problems fall through the cracks, as their systems are critical to their businesses and profitability."

Travel Technologies` flagship solutions are two Web-based products, Cas and Tip. Cas provides an engine to Web site bookings for the small to medium business such as hotels and guesthouses. Tip supports the travel agent, providing an interface between the international Web-based Galileo booking system and the agent`s accounting system. Tickets and vouchers can be automatically generated without the need to enter customer data in both Galileo and the company accounting system. This reduces the agent`s workload, excludes data entry errors and results in rapid customer service.

Deloitte & Touche i-Intelligence, a FrontRange channel partner, was asked to investigate and recommend a solution. Neville Quinton, implementation consultant at Deloitte & Touche i-Intelligence, says: "A solution had to be chosen quickly as work volumes increased with an expanding customer base. It had to fit in with Travel Technologies` service structure and processes, with minimal customisation.

"In addition, it had to handle customer queries, with automatic escalation and communicate with technicians and other personnel automatically. HEAT was identified as the closest business solution with the necessary technical stability."

Deloitte & Touche provided consulting, and installation and customisation of HEAT. "The company ensured that internal business processes interfaced seamlessly with HEAT`s workflow," comments Chance. "HEAT went live in December 2000 after only a three-week implementation. This meant that our customers had effective support over a peak travel period."

A call centre receives customer calls on a toll-free number, where they are logged on HEAT. The calls are escalated to the technician on-site and remotely. Built-in reporting on customer calls helps identify technology, training and enhancement needs, which are then put into operational plans.

"The information provided by HEAT allows us to tailor our deliverables to market requirements. eCompany`s strategy is to penetrate global markets and HEAT underpins Travel Technologies` ability to develop systems that will fulfil international requirements and to support our customers," says Chance.

"We are now developing a comprehensive customer, product and service history on the HEAT database. It has eliminated errors and duplications in our processes, allows accurate billing and enhances our ability to support our service level agreements. The result is more satisfied customers. Travel Technology is planning re-branding and further developments to our solutions, to put the company on the global map."