Amadeus is rolling out the Amadeus e-Support Centre, an online support tool for travel agents to browse support information, resolve problems and log a case to the Amadeus Help Desk. The online resource is currently in use in France, Australia, Malaysia, the Philippines and Hong Kong, and will shortly be launched in the United Kingdom, North America, Brazil, Scandinavia, Singapore, Ireland, Portugal and Latin America. Amadeus e-Support Centre already contains over one thousand knowledge solutions tips and support guidelines. The wide range of resources and educational material can be searched by keyword, topic and specific system error message. All this is available at no extra cost to customers and is designed to increase productivity and reduce telephone bills. Agents can also log a case online which will be automatically processed by the Amadeus Help Desk. Travel agents can then track the status, update or close the case online.
Amadeus e-Support Centre for Travel Agents is available in six languages and provides knowledge content specifically tailored for use by travel agents in a given market. Future enhancements will include an online “Format Finder” to help agents quickly find the right “entries”, to input when using the Amadeus system in cryptic mode and other features designed to send alerts and updates to travel agents.
Richard Mann, Director Amadeus Global Customer Services, comments: “Online search technology and self service have become part of our daily lives. Amadeus has worked closely with customers to create new online support tools that are designed to make their lives easier. This investment in new technology will provide customers with better access to information and new and innovative ways to get the support they need when and where they need it.”
With a user-friendly look and feel and navigation, Amadeus travel agency customers will experience an enhanced multi-channel support service.