June 13, 2024

Focus partners with digital workplace platform

Focus Travel Partnership has signed an agreement with MyOverview, a platform designed to improve agent productivity.

The digital workplace automates and integrates client communication channels and day-to-day operational tasks, combining team emails, customer chat (Live-Chat and WhatsApp), telephone requests and smart-planning applications into one dynamic interface.

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).

The agreement with MyOverview is a further initiative from Focus Travel’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.

Tony Edge, Business Solutions Manager, Focus Travel Partnership, said: “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.”

The partnership gives MyOverview its first foothold in the UK TMC market. Until now, its customer base has primarily been in continental European markets including France, Germany and Austria.