Amadeus UK launches e-Support Centre, online support tool for travel agencies
• Amadeus boosts travel agent productivity and enhances the support experience by providing access to support content and case logging via a new online portal
London, 28 May 2009: Amadeus, a global leader in technology and distribution solutions for the travel and tourism industry, launches the Amadeus e-Support Centre, an online tool for travel agents to browse support information, resolve problems and log cases with the Amadeus Help Desk. The online portal is currently used in France, Australia, Portugal, Malaysia, the Philippines and Hong Kong, and will be launched in the UK next week (2 June 2009).
Amadeus e-Support Centre contains more than one thousand knowledge solutions, tips and guidance. This wide range of resources and educational material can be searched for by keyword, topic and system error message and is available at no extra cost to Amadeus customers. In fact, the e-Support Centre is perfectly suited to current market conditions since it is designed to save time and reduce telephone costs. More than simply a knowledge bank, agents can also log cases online for automatic processing by Amadeus Help Desk experts. Travel agents can then track the status of their logged cases, in addition to updating and closing cases online.
Future enhancements will include an online Format Finder to help agents find the right Amadeus entry quickly, plus other features designed to provide information to travel agents in the event of an ongoing problem.
Monika Hoesle, Director of Operations, Amadeus UK, comments: “Online search technology and self service have become part of everyday life. Amadeus has worked closely with travel agents to create new online support tools that build on our reputation for customer service excellence. This latest investment in new technology will provide our customers with better access to information 24/7 and new and innovative ways to get the support they require when and where they need it. As such it will perfectly complement our existing support channels.”
Initially available via the Amadeus Selling Platform from 2 June 2009, the user-friendly e-Support Centre will provide travel agency customers an online tool that augments the proven channels that are widely used today, including telephone and email support.
