How Our ‘Out Of Hours’ Service Supported A Pan-European Installation & Maintenance Company To Meet Their Unexpected Travellers’ Needs

The Challenges: 

Supporting field engineers with flexible, agile travel & accommodation 

When overseas field engineers’ schedules unexpectedly change outside of normal business hours, the traveller needs real-time support to resolve their extended accommodation & disrupted travel issues whenever they occur. 

Safeguarding staff welfare

Provision of a human support agent that doesn’t just know the clients’ bespoke workforce situations, but demonstrates care for the safety & well-being of the traveller whilst adhering to the travel policy & wider business goals of the client. 

Support at critical times

Phone support during critical times such as arrival, check-in, check-out, payment & departure ensures the traveller’s concerns are answered immediately & out of policy queries are managed before they become a policy violation.

 
The Solution: 

Working with the client to understand their unique operational requirements we utilised our Out Of Hours (OOH) service, specifically designed to support field staff Europe-wide during throughout their journey 24/7. 

Our OOH support teams are trained to both support the clients’ objectives whilst ensuring the travellers needs are always met. Caring, friendly & professional are keywords often found in our travellers’ experiences of the service. Our support agents stay with the issue until its’ resolution, as part of a small team they’re highly accountable & focused on solving problems seeking a best-fit outcome.

Our long-standing relationships with accommodation providers enables us to work around the clock to source & / or resolve any type of requirement. Leveraging the same rate negotiation & service at all times.

The Results: 

We ensured all requirements were met to provide extended travel & accommodation within budget whilst providing booker & traveller support during out of hours.

“I called through & spoke to Laura who was able to assist with everything really quickly & efficiently which helped keep Michael at ease over there & she was also able to offer cheaper alternatives when I had already been given the all clear just to change things regardless of price so this was a massive bonus for us as well. 

“I called the out of hours line & spoke with Steph, who again was very quick & efficient in getting all of my requests processed as quickly as she could to help us. Even with the potential barriers of working on her own she delivered everything we needed & kept in constant contact with me to assure me it was all being dealt with.

“Laura & Steph made the whole thing run really smoothly when there was the possibility there could have been some disasters - so we all wanted to extend massive thanks & gratitude to them both.”

Michael Keegan
Operations Administrator