Leveraging the Right Technology with the Right People

Allen Liaw   |   February 10, 2020

Ever wondered why technology is key to customer success? Allen Liaw, Business Analyst Programmer, discusses his experience leveraging technology in his latest project at Flight Centre Travel Group.

In our changing world, emerging technologies are redefining the ways companies conduct business and interact with customers. With more retail companies looking to bring in the latest technologies, they must hire the right people to harness the possibilities.

At Flight Centre Travel Group, we’re always on the hunt for the latest technology to improve our business operations and are currently working with Robotic Process Automation (RPA) to streamline repetitive tasks. Here’s how we’re leveraging RPA to improve our business.

What is Robotic Process Automation (RPA)?

RPA is a software robot technology that can be programmed to automate business processes that many companies are starting to use to complete daily repetitive tasks once handled by humans.

Imagine repeating the same process over a hundred times per day. It’s a boring and tiring activity. Using RPA reduces human error rates and increases the number of processable tasks completed per day– in fact, depending on the process and task, RPA could process thousands of tasks weekly.

By removing repetitive tasks from employees’ to-dos, it frees them up to be able to focus on more meaningful things – like more critical jobs, or on improving valuable work skills.

How is RPA used?

Currently, RPA helps Flight Centre with the following tasks:

  • Checking and processing emails received from different suppliers.
  • Downloading and generating documents to send to agents.
  • Analysing information and perform different actions based on the results.

PA is not only limited to processing the above tasks. It can also work with AI or Chatbots to receive an order or command and then perform tasks. Sometimes RPA is used for gathering/analysing information or data and send to human to perform the final decisions.

Technology in travel

Convenience is the most important consideration in a customer’s travel booking experience. In the digital space, new technology and apps are highly competitive. More people are using mobile devices and apps to book and stay up-to-date with their travel plans. 

If a customer finds another application that is more convenient and faster to use than the one they currently have, they are more likely to change to the one that gave them a better user experience. That’s why it’s imperative we leverage the right technologies to provide the best customer experience.

At Flight Centre Travel Group, we’re always encouraged to trial new technologies that we believe will provide value and ultimately improve our business. 

We’re also dedicated to looking after people at every stage of their experience with our service and recognise that our customers always have a choice. By taking ownership of the projects and tech we work on, we’re able to continually deliver amazing travel experiences with integrity, honesty and a positive attitude.

Looking to leverage your tech skills in the travel industry? Check out our Information & Technology job opportunities.

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