Case Study: MultiPay Global Solutions and The Travel Corporation
Tuesday 11 Feb 2025
6 minute read
Introduction
In the aftermath of the COVID-19 pandemic, the tourism industry faced unprecedented challenges. MultiPay Global Solutions partnered with The Travel Corporation (TTC) to deliver an innovative and bespoke payment solution that addressed these challenges and supported TTC’s return to growth. This case study explores how careful planning, strategic implementation, and customer-centric innovation led to outstanding results.
Client Background
The Travel Corporation is a global leader in guided travel experiences, offering coach trips across numerous destinations. With a strong commitment to delivering exceptional customer experiences, TTC sought a solution that would streamline payment processes and enhance operational efficiency.
Project Challenges
1. Post-Pandemic Surge: Following the relaxation of travel restrictions, TTC faced a sudden surge in bookings, requiring immediate operational readiness.
2. Global Chip Shortage: The shortage of payment terminal chips caused supply chain disruptions, limiting access to necessary hardware.
3. Operational Complexity:
- Travel directors carried multiple payment terminals to process transactions in different currencies, creating logistical challenges
- Remote travel destinations often had poor connectivity, necessitating a self-sufficient and responsive support system.
Project Goals
1. Simplify the payment process for travel directors and customers.
2. Ensure quick and reliable access to payment terminals.
Objectives
- Streamline training and setup of payment terminals.
- Reduce operating costs.
- Deliver a seamless payment experience to customers.
Business Strategy:
To achieve these goals, MultiPay Global Solutions developed a robust strategy focused on:
Detailed Planning: Close collaboration with TTC’s operations team ensured an in-depth understanding of business requirements and industry trends.
Efficient Implementation: Proactive communication and stakeholder engagement maintained alignment throughout the project lifecycle.
Innovation and Creativity: Logistics and customer support were reimagined to address the unique challenges faced by travel directors.
Project Phases
1. Planning: The MultiPay team conducted extensive research into TTC’s operations and monitored evolving travel restrictions across Europe. Clear communication channels were established, and roles and responsibilities were defined to ensure seamless collaboration.
2. Implementation: Key activities included:
- Regular meetings between MultiPay and TTC’s teams.
- Fostering a collaborative relationship where MultiPay became an extension of TTC’s internal team.
- Close engagement with travel directors to understand and address their needs.
3. Timeframe: The project timeline highlights included:
- March 2021: Turkey reopened its borders, initiating project planning.
- May 2021: Project kickoff meeting.
- December 2021: Stock ringfencing.
- Q1 & Q2 2022: Communication and support channels implementation.
- Summer 2022: Full project support during the travel season, followed by a feedback session to identify improvement areas.
- 2023: Expansion to TTC’s Contiki brand.
Stakeholder Engagement: Effective stakeholder engagement was key to the project’s success. Regular updates and collaborative planning sessions ensured that both TTC’s operations team and travel directors were well-informed and empowered.
Innovation and Creativity:
1. Logistics:
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- Creative solutions ensured reliable delivery of payment terminals to remote locations.
2. Customer Support:
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- Bespoke communication channels were developed to support travel directors, even in areas with poor connectivity.
- A comprehensive user guide enabled travel directors to independently manage devices.
Impact and Benefits:
Device Scaling:
Expansion of devices to support increased operations.
Transaction Volume:
Seamless processing of settlements across numerous countries.
Cost Efficiency:
Significant reduction in operating costs.
Customer Experience:
Exceptional feedback from both TTC’s operations team and travel directors.
Continuous Improvement:
Ongoing feedback collection has driven service enhancements.
Project Expansion:
Inclusion of the Contiki brand.
Survey Results:
A survey conducted in Q1 2023 revealed:
- Net Promoter Score (NPS) of 83.
- 98% of travel directors rated customer support as very good or excellent.
Client and Travel Director Feedback:
Positive feedback highlighted the responsiveness of the MultiPay team and the swift resolution of issues, including connectivity challenges in remote locations.
- Bespoke communication channels were developed to support travel directors, even in areas with poor connectivity.
- A comprehensive user guide enabled travel directors to independently manage devices.
Conclusion
The partnership between MultiPay Global Solutions and The Travel Corporation exemplifies how strategic planning, innovative solutions, and a customer-centric approach can drive business growth and deliver exceptional experiences. The project’s success underscores the value of collaboration and continuous improvement in overcoming industry challenges.