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Flight Centre

Flight Centre Travel Group is one of the world’s largest travel agency groups, headquartered in Australia with operations in 23 countries and a corporate travel network spanning over 90 countries. Flight Centre is a $20 billion business with 40 brands and 19,000 employees worldwide.

Flight Centre’s IT service management team was relying on a basic service management system that had its last major upgrade in 2009. “The team was experiencing inefficiencies as a result of the legacy technology that caused service disruptions and meant it was difficult to proactively stop or react to issues appropriately,” according to Henry Do, Delivery Manager‑ITSM for Flight Centre. “We simply weren’t able to accurately track or understand how much work our teams were doing,” Do continues.

Flight Centre deployed a full suite of IT Service Management products in two phases over 18 weeks and immediately started seeing a reduction in the load of internal requests. Flight Centre Service Desk average call wait times went from fourteen minutes to four minutes and engagement efficiency saw a directional shift from calls to chat to web forms to self‑help. Chat volumes increased by 300%, while call volumes reduced by 3,000 calls per month. Incidents are down 50Incidents are down 50% and mean time to restoration has been reduced by 80% due to key integrations with monitoring and communication platforms.

“It’s almost daunting how much we can push ServiceNow to deliver further improvements. Our aim over the next few years is to continue to drive automation, reduce manual overheads, and gain better visibility that enables our people to make data‑driven decisions.” states Do.

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