September 10, 2026
From Mailbox Chaos To Omnichannel Case Management
In business travel, timing is everything. A delayed response is not just an inconvenience; it can mean a missed flight, a stalled meeting, or a trip that falls apart before it even starts. That is why an Outlook inbox can no longer be the center of a modern customer service operation.
Mfg.Travel recognized this as its travel experts faced increasingly complex, time-sensitive requests. Rising volumes of inquiries, rebookings, policy questions, and coordination threads were becoming harder to manage without a unified view of cases or enough experienced people to keep up.
The challenge was not simply to move beyond inbox management, but to build a centralized service operation that could bring structure, efficiency, and intelligence to every customer case.
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