How Spotnana’s agent companion view improves servicing

From our earliest days, Spotnana has provided a single platform for travelers, travel managers, and agents. 

This means that agents using Spotnana have access to the same content, policies, profiles, trip history, and negotiated rates as the travelers they serve, enabling personalized service and rapid issue resolution. Having a single platform also ensures that every new feature we develop is available to all users simultaneously. 

At Spotnana, our goal is to arm travel agents with the tools to provide exceptional service to the travelers they support. This includes our agent companion view, which provides agents with easy access to all the necessary information they need to service a traveler – right at their fingertips. 

Bringing simplicity to servicing travelers

Picture this- a traveler contacts a travel management company (TMC) for help with a travel-related issue. Within Spotnana’s user interface, the agent can easily view all the needed information on the traveler within an expandable side panel that is accessible at all times, rather than having to visit multiple places for customer information.

Within Spotnana’s agent companion view, agents can reference all of the following information:

• Profile 
  • View the traveler’s personal information such as contact details.
  • View the traveler’s work information such as the department they are in.
  • View their approval settings and if they have any designated arrangers.
  • View their preferences for air, hotel, car, and rail.
  • View their loyalty program information for air, hotel, car, and rail.
  • View the traveler’s unused air credits and all the payment methods available to the traveler, with the ability to unmask credit card numbers to book offline travel.
• Policies – Reference the traveler’s policy, including their company’s approval process for in-policy and out-of-policy bookings, along with the ability to view policy settings for air, hotel, car, and rail.
• Booking restrictions – View any country restrictions set by the traveler’s company, along with the restricted booking types. 
• Trips – Reference all of the traveler’s upcoming, completed, and canceled trips, and within each, have the ability to view all related bookings, share the itinerary, and/or download a consolidated itinerary.
• Air suppliers, hotel suppliers, and car suppliers – View any applicable air, hotel, and car negotiated contracts, along with SNAP codes.

An example of how Spotnana’s agent companion view empowers agents with traveler information.

Having access to all of this information in context when working through bookings, trip changes, or other servicing needs enables agents to save valuable time and provide a more personalized service experience. Additionally, any configuration changes a travel manager makes to policies, negotiated rates, preferred suppliers, booking restrictions, etc. are instantly available to agents the second they are saved. 

The agent companion view is one of many tools built into Spotnana’s Travel-as-a-Service platform that maximize agent efficiency. Spotnana’s Agent Desktop provides agents with automated queue routing, task management, note taking, agent performance analytics, an integrated user experience for email, chat, and telephony, and more.

Spotnana’s agent companion view offers a streamlined overview of key details, serving as a centralized hub so that each travel counselor can easily see information like preferences, loyalty numbers, and policies to provide prompt, proactive service to our travelers. My team and I love the new enhancements that allow the agents to easily access the client’s trip page, supplier information, and negotiated rates, which in effect, allows us to be more efficient and saves valuable time with just a few clicks.

– Nancy Spronck, Travel Counselor, Solutions Travel

Open platform accessible to everyone

Spotnana’s Travel-as-a-Service platform is open and available for other companies to use. 

TMCs can use our platform to provide our Agent Desktop to their agents, for example, and corporations that operate as a corporate travel department (CTD) can provide our Agent Desktop to their in-house agents. 

It’s our goal to ensure that every customer and channel partner is able to deploy quickly, deliver exceptional traveler experiences, and achieve their goals. Stay tuned for more posts about Spotnana’s growing set of capabilities for travel agents and TMCs in the months ahead.

To learn more about working with Spotnana, click here and request a demo today.