Focus Travel Partnership announces agreement with MyOverview
Focus Travel Partnership, the UK’s largest consortium of independent SME travel management companies, is continuing to enhance its ecosystem of technology solutions after signing an agreement with MyOverview, an innovative agent productivity platform, thus creating a strategic partnership for the benefit of Focus TMC Partners.
MyOverview is specifically designed to provide travel agencies and TMCs with a digital workplace that seamlessly automates and integrates client communication channels and day-to-day operational tasks. The platform combines team emails (group mailboxes), customer chat (Live-Chat and WhatsApp), telephone requests, and smart-planning applications, all in one dynamic interface.
MyOverview’s workflow automations enable agents to manage customer requests far more efficiently leading to enhanced productivity, elevated service standards, and unparalleled travel management insights, whether teams are based in the office or working remotely. Indeed existing agency customers of MyOverview have seen agent productivity increase by up to 32%, whilst also enhancing service delivery and meeting 97% of client SLAs (service level agreements).
Key features of MyOverview:
- Smart collaborative emails – using real-time content recognition, MyOverview automatically sorts and dispatches client email requests to team members based on their availability, skill-set and workload
- Customer Chat enabling agents to manage all chat requests and stay connected with clients and colleagues via a fast and informal fully integrated channel
- Full visibility of real-time operational results giving agency management relevant insights to guide and improve team performance
- Team planning calendar to coordinate appointments and manage availability of internal and external participants
- Interactive customer satisfaction application enabling clients to give straightforward feedback on how their request was handled by the agent
The agreement with MyOverview is a further initiative from Focus’s Innovation Group, which was established in September last year to drive delivery of business solutions that support the future needs of the consortium’s TMC Partners. This strategy includes working with relevant cutting-edge providers to fill the gaps in TMC Partners’ existing tech stacks and operational processes.
It is also a significant step for MyOverview, as the partnership with Focus gives the technology provider its first foothold in the UK TMC market. Until now, MyOverview’s customer base has primarily been in continental European markets including France, Germany and Austria.
Tony Edge, Business Solutions Manager, Focus Travel Partnership commented: “The aim of the Focus Innovation Group is to support our TMC Partners with leading and innovative technology solutions that will truly help them grow and future-proof their business. Agent productivity was an area where we identified that our TMC Partners needed greater support with digital solutions. We are delighted to have formed this strategic partnership with MyOverview. It is an impressive, innovative and proven platform that can help TMCs increase productivity and enhance customer service levels significantly.”
Benjamin Codet, Partner & COO, MyOverview said: “I am thrilled about our strategic partnership with Focus and genuinely excited about the prospect of expanding our innovative travel agent productivity platform into the dynamic UK market. This collaboration underscores our commitment to revolutionising travel agency operations and delivering unparalleled value to our clients. We look forward to a mutually beneficial partnership, driving productivity and excellence in the world of travel management.”
For further media information, please contact: Joanne Emerson – JoanneE@focustravel.uk