Unterhaching/Mülheim-Kärlich, Germany — MfG.Travel, an experienced partner for business travel and travel management relies on a central AI-powered service platform to boost efficiency in customer service.
MfG.Travel has been one of the leading providers of business travel services in German-speaking countries since 1999 and became part of the ADAC Group in September 2024. Recently, the company made major strides in its digital transformation journey by successfully migrating its business travel division to the ThinkOwl AI platform. All agents now leverage a new unified communication platform to handle customer inquiries, improve cross-departmental collaboration, and establish a solid foundation for true omnichannel communication.
With more than 25 years of experience in Microsoft Outlook-based customer communication, MfG.Travel has found in ThinkOwl a strong partner whose digital solutions unify processes across all communication channels while meeting the high expectations of international customers. The new processes take care of routine tasks more efficiently, allowing experienced team members to focus on more complex requests. They also have a complete view of every customer conversation and case, making it easier to provide the right support.
The rollout was carried out in phases. After a pilot in December 2025, the solution was first tested with a small team and then expanded to additional departments at the beginning of 2026. Since June 2026, the entire business travel department present across multiple locations has been working productively with ThinkOwl.
“Every change is challenging because it means breaking long-standing habits. Concerns within the teams were sometimes significant. It is therefore all the more gratifying that we are already seeing visible improvements in customer communication after just a few weeks and that the initial unease among our agents has noticeably eased. We are now gradually introducing further technical enhancements that will simplify our daily communication. AI-supported pre-qualification of inquiries will measurably improve quality for our employees and create sustainably stable processes,” said Silvana Heiß, Head of Digital Communication at MfG.Travel
ThinkOwl now supports MfG.Travel’s employees with intelligent categorization, response suggestions, and summaries when processing customer inquiries.
In the business travel sector, speed is essential. Business travelers expect the same level of responsiveness they experience on modern digital platforms. At the same time, the complexity of travel bookings continues to increase due to varying airline policies, rebookings, and international requirements.
“Our agents should spend their time and expertise advising on complex trips — not searching for publicly available information or performing administrative tasks. ThinkOwl gives us exactly this relief. It streamlines all customer communication and helps us deliver even better service,” added Fred Buchberger, Managing Director of MfG.Travel
In addition to greater efficiency, the platform provides comprehensive reporting and monitoring tools. This enables more effective distribution of customer requests and better management of peak workloads.
The primary reason for implementing ThinkOwl was to reduce the workload on employees. While many tasks in business travel require deep expertise, administrative work often consumes valuable time.
Fred Buchberger, Managing Director of MfG.Travel explained this further by saying,“For us, process optimization — including the use of AI — is not an end in itself. It should noticeably ease the burden on our employees while creating a strong foundation for reliably meeting our customers’ evolving needs in an increasingly digital world. Features such as automatic categorization, intelligent summaries, and text suggestions are key to achieving this. Our travel experts should be able to apply their professional know-how instead of spending time on administrative duties.”
In the coming months, MfG.Travel plans to further expand its omnichannel strategy, with a particular focus on WhatsApp integration and additional AI-powered features.
“Business travel is one of the most demanding service sectors. Providers must simultaneously manage high customer expectations, complex processes, and a shortage of skilled workers. Together with MfG.Travel, we are showing how modern service and AI platforms can combine excellent service quality with greater efficiency,” added Rolf Esau, CEO of ThinkOwl Europe GmbH
MfG.Travel GmbH focuses on business travel management, travel management services, and meetings, incentives, conferences & events (MICE). It serves corporate clients throughout the DACH region (Germany, Austria, Switzerland) and the Eurozone. Since September 2024, MfG.Travel has been part of the ADAC Group. More than 50 business travel experts support clients in planning and executing their business trips.