Topdeck & Back-Roads
BPO team make the difference for long-time Travel Studio customer
Background
Topdeck and Back-Roads are group tour operators collectively known as the Global Touring Network. While Topdeck is the number one provider of organised group trips for 18-30 year old travellers, Back-Roads sell premium small group and tailor-made tours to destinations worldwide. A Travel Studio customer since 2012, Global Touring had long been aware of Open Destinations’ Travel Outsourcing capabilities before deciding the time was right to contract their own dedicated BPO team.
“We chose Open Destinations due to our close relationship since the implementation of Travel Studio in 2012, and the already fundamental knowledge of Travel Studio that was present”
Therese Murdoch, Product Load Team Leader, Global Touring
Looking to improve their back-office operations with Open Destinations, Global Touring wanted a solution to outsource the loading of all products and services into Travel Studio. This would lead to the creation of a ‘Loading Hub’ within Global Touring to create Travel Studio experts, clear and consistent lines of responsibility and seamless loading and accuracy of loaded services and products within their business.
Solution
Working closely with Global Touring, we have built a dedicated team of 7 to focus on all aspects of loading for both the Topdeck and Back-Roads businesses. Our BPO team have specifically taken over the following processes:
– Service Loading
– Package Loading
– Supplementary Services
– Non Accommodation & Cost of Sale
– Quality Assurance
– Promotions & Agent Loading
Result
Through using Open Destinations’ Travel Outsourcing service Global Touring have had a hugely successful 2019.
“Perhaps the biggest success is where we are at now as a team and business. 2018 was a difficult transition with 100% turnover in our UK based Loading team, and almost 80% of services and packages left to load before our operational season started in April 2018”
Therese Murdoch, Product Load Team Leader, Global Touring
Since December 2018, the [Open Destinations] team have loaded the 883 contracts for both Topdeck and Back-Roads and completed the loading of 273 packages with services for the 2019 operating season. Global Touring are sitting at 93.7% completion rate for the operational season of 2019, whereas on the 1st of March 2018 we were sitting at 19.5%.
“It goes without saying that without their effort we would not be in the position we find ourselves in now. They are the kindest, meticulous, tenacious team I could have ever asked for, and Global Touring owes them a wealth of gratitude”
Therese Murdoch, Product Load Team Leader, Global Touring
