Case Studies

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Leading Business Travel Service Provider — Fortune 100 company

This leading travel services organization recognized the need to standardize common processes and metrics throughout the organization. With agents in a variety of traditional contact centers and on-premise travel offices, this Fortune 100 Company uses the Merced Performance Suite to create an enterprise view of its operations across three distinct operations.

In addition to distributing critical performance dashboards and reports, Merced Performance Suite's integrated workflow is being used to automate key managerial processes including:

• Coaching
• Recognition
• Ticket Error processes

By automating processes within the Merced Performance Suite, this travel services provider has retired old systems, reducing the number of applications that need to be maintained, while increasing visibility into critical aspects of their operation not possible before.