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BOOKING.COM SEAMLESSLY CONNECTS MILLIONS OF TRAVELERS TO MEMORABLE EXPERIENCES

Taking the friction out of travel with connected service.


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

HOW THEY GOT HERE
Pega Customer Service

Deliver amazing experiences at scale.

Pega Cloud

Adapt instantly with scalable and secure solutions.

> “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.”
> 
> Sonia van der Linden-Pugel
> Global Innovation Lead, Booking.com


TAGS

Industry: Hospitality and Entertainment
Product Area: Customer Service
Solution Area: Customer Service
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ABOUT PEGASYSTEMS

Pega provides a powerful platform that empowers the world’s leading
organizations to unlock business-transforming outcomes with real-time
optimization. Clients use our enterprise AI decisioning and workflow automation
to solve their most pressing business challenges – from personalizing engagement
to automating service to streamlining operations. Since 1983, we’ve built our
scalable and flexible architecture to help enterprises meet today’s customer
demands while continuously transforming for tomorrow.


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