Case Study
Booking.com seamlessly connects millions of travelers to memorable experiences
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Maintained customer service functions while expanding products and services
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Partnered with Pega to create an agile customer service platform
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Improved agent satisfaction with automation and simplification
“It was key to find a platform that was going to serve all our needs for now, but still grow with us. We believe that Pega can help us achieve not only that objective, but also our business objective of getting connected services while we continue to consolidate and simplify.”
The Business Issue
Booking.com is one of the world’s largest digital travel companies. The company prides itself on “investing in technology that takes the friction out of travel.”
Historically, Booking.com focused on building its own products in-house and improving capabilities like customer service over time. These systems ultimately grew to include features like agent desktops and chat. However, as the organization broadened and diversified its product and service portfolio, it became increasingly challenging to maintain these homegrown systems while evolving them at speed.
Additionally, Booking.com’s community of travel customers and partners had ever-changing needs, and the organization needed to keep pace. After reassessing, the company decided to focus on its strengths and outsource non-differentiating capabilities.
The Solution
Booking.com chose Pega to transform its customer support with Pega Customer Service™ on Pega Cloud®. This transition centered on the agent desktop, encompassing integrated knowledge management and BPM workflows across all customer processes – with channel solutions like voice, email, and chat on the way.
The company’s goal is to make it easier for agents to support customers and partners by way of an integrated, intuitive platform that enables them to provide seamless support. In addition, Pega’s out-of-the-box capabilities allow Booking.com to stay agile in the face of changing customer behavior.
The Results
Since implementing its solution in Pega, Booking.com has seen the following results:
- Improved compliance
- Lower average handle time driven by simplified processes and automation
- Increased agility through application reuse and low-code development
- Higher agent satisfaction driven by the platform’s intuitive user experience
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