Central service platform: How MfG.Travel digitalizes corporate customer service

MfG.Travel modernized its customer communication to keep pace with growing service demands and rising inquiry volumes. The company also needed a more efficient way to manage the shortage of skilled professionals in the business travel sector.

To achieve this, MfG.Travel replaced its Outlook-based processes with OwlDesk, ThinkOwl’s central service platform. Customer inquiries and communication are now managed in one place, with relevant knowledge readily available to the team.

The new setup provides greater transparency and enables teams to collaborate more effectively. It also creates the foundation for AI-powered service processes.

In the first phase, MfG.Travel uses traditional AI to automatically categorize customer inquiries and generate intelligent summaries. AI also assists employees in drafting responses.

This gives employees faster access to relevant information and helps them handle customer requests more efficiently. AI supports travel experts in their daily work, while personal expertise remains essential when handling complex business travel inquiries.

Business travelers expect fast and consistent responses, regardless of how they contact the service team. Whether they use email, chat, WhatsApp, or another channel, they expect the same level of service.

An omnichannel platform brings all customer inquiries together in one central workspace. Employees have direct access to relevant customer information and can easily see the current status of each request. Previous conversations also remain available whenever additional context is needed. This helps teams respond faster and provide more consistent service, resulting in a better overall customer experience.

The shortage of qualified travel experts is a growing challenge for many business travel providers. ThinkOwl makes relevant information centrally available and provides clear case histories, reducing the reliance on knowledge held by individual employees.

AI-powered assistance provides additional support in daily work. New employees can understand cases more quickly and become productive sooner. At the same time, important knowledge remains accessible across the team rather than being limited to individual experts.

Onboarding new employees in business travel can be challenging because the role requires extensive industry knowledge. Employees need to understand fare rules and airline policies, while also becoming familiar with customer agreements. Rebooking procedures and individual service requirements add further complexity.

ThinkOwl’s unified agent desktop provides central access to case histories and customer information. Employees can also see the current status of ongoing cases, giving them the context they need to get up to speed faster. Additionally, valuable knowledge remains accessible across the team instead of being limited to individual travel experts. This helps companies retain expertise and enables new employees to become productive sooner.

Business travel requirements are constantly evolving. New communication channels and rising customer expectations are changing how service teams operate. Plus, a shortage of skilled professionals is increasing the need for more efficient and adaptable processes.

A modular platform like ThinkOwl allows companies to introduce new capabilities step by step. They can start with omnichannel communication and knowledge management, then add AI support or process automation as their needs evolve.

This allows companies to invest in the capabilities they need today without overcomplicating their service setup. At the same time, they create a scalable foundation that can support future growth and changing business requirements.