Amadeus’ new e-Support Center will boost travel agent productivity and enhance agents' support experience by providing access to support content and case logging on a new online support portal. Agents can browse support information, resolve problems or log a case to the Amadeus Help Desk. The resource is already in use in some locations and will be available to Amadeus agencies in North America in Spring 2009.
“Online search technology and self-service have become part of our daily lives. Amadeus has worked closely with customers to create new online support tools that are designed to make their lives easier. This investment in new technology will provide customers with better access to information and new and innovative ways to get the support they need when and where they need it,” said Richard Mann, director, Amadeus Global Customer Services.
The online resource is currently in use in France, Australia, Malaysia, the Philippines and Hong Kong, and will shortly be launched in North America, Brazil, Scandinavia, Singapore, the UK, Ireland, Portugal and Latin America.
Amadeus said the e-Support Center already contains over 1,000 knowledge solutions tips and support guidelines. The wide range of resources and educational material can be searched by keyword, topic and specific system error message. All this is available at no extra cost to customers and is designed to increase productivity and reduce telephone bills. Agents can also log a case online that will be automatically processed by the Amadeus Help Desk. Travel agents can then track the status, update or close the case online.
Amadeus said the e-Support Center for Travel Agents is available in six languages and provides knowledge content specifically tailored for use by travel agents in a given market. Future enhancements will include an online “Format Finder” to help agents quickly find the right “entries” to input when using the Amadeus system in cryptic mode and other features designed to send alerts and updates to travel agents. Visit www.amadeus.com.
