Case Study

One of the largest online travel portals enhanced operational efficiency by outsourcing its backend operations.

Founded in 2001, the company is the largest online aggregator of economy and budget accommodations for London. The Company also has a huge range of options in Edinburgh and Glasgow!

Results At A Glance

Operational costs

Reduced by 15%

Sales

Increased 20% each quarter

Customer satisfaction

Higher due to improved quality of front- and back-end operations

Accommodations

38,000 listed in the UK and over 192,000 worldwide

  • BACKGROUND

    Founded in 2001, the company is the largest online aggregator of economy and budget accommodations for London, and also has a huge range of options in Edinburgh and Glasgow.

    The web portal has over 38,000 listed accommodations across the UK and over 192,000 accommodations worldwide,.

    The Company has been working with the best hoteliers to provide affordable accommodations to millions of satisfied customers. The company has also been featured on Money Savings Expert and Channel 5’s ‘It Pays to Save’!

    It is a member of ETOA, BITOA, and BETA.

  • CHALLENGES

    Managing the backend operations and keeping all the portals updated was tedious, time consuming and hard to manage without proper technical support. Hence, we focused on

    • Managing the inventory of hotels and their contract information
    • Updating the hotel inventory and rate info live on multiple channels
    • Ensuring lowest prices to our client's customers in a highly competitive market
    • Keeping the website updated with recent rates and inventory
    • Continuuing to add new hotels to the website
  • SOLUTIONS
    • TransForm provided a team of virtual assistants to maintain inventory and price updating processes.
    • Our team carefully monitored the cheapest accommodation rates on competitors’ websites and updated our client’s rate accordingly. This required continuous coordination with all channel partners.
    • We continued to add new hotels to our client’s portfolio and constantly updated the site with all the new hotel options.
  • RESULTS
    • Inventory and rates are continuously updated, allowing our client to remain competitive in the market.
    • Client sales have increased 20% each quarter.
    • Customer satisfaction has improved due to accurate inventory and lowest rates.
    • The offshore virtual assistants have also generated these benefits to the client:
    • Operation costs reduced by 15%
    • Marketing team can now focus on their core activities
    • Front- and back-end operations now generally much improved

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