Optimizing Cable CRM for Travel Operations and Support Teams
Users benefit from a modern, intuitive CRM interface designed to streamline workflows, enhance customer interactions, and simplify management tasks.
Project Summary
Cable improves user experience, simplifies operations, and helps agents efficiently assist customers with hotel reservations over the phone.
Our main focuses by Q1 2025..
We are transitioning our travel agents from the long-used Phalanx system to a new and improved interface called Cable.
What's Cable?
Improved Usability
A modern design to make the system more intuitive for agents.
Increased Efficiency
Faster workflows to better serve customers during calls.
Enhanced Management Tools
Easy-to-use features for management.
The outdated interface is clunky and unintuitive, making tasks unnecessarily time-consuming.
Solution
Inefficient workflows force agents to take extra steps or find workarounds for simple tasks.
While experienced agents adapt, new hires struggle, leading to longer training periods.
These inefficiencies slow call resolution times and may impact revenue.
Problem
A modern, intuitive interface streamlines navigation, reducing steps and speeding up tasks.
Optimized workflows and automation minimize redundancy, improving call handling and reducing hold times.
Enhanced management tools provide better reporting, role control, and real-time performance tracking.
Persona
Solve Problems
Rebooking hotel room flow
Decision tree
Refund model
3 features I redesigned and tested users.
Usability testing
Location: Multiple cities
The rebooking flow will be used in multiple call centers across various locations in South America.
Feature testing
Rebooking Flow V1
Key Tasks We Tested
A split-screen layout that shows the hotel cancellation process alongside a map with recommended hotel options.
The rebooking flow is designed for in-house Tier 1 travel agents to assist customers in rebooking a hotel after they call to cancel their reservation. This flow enables agents to recommend alternative hotel options, helping to retain sales while also allowing agents to earn commissions.
Teir 1 agents. (Users)
Testing agents 2
User flow 1 testing
User flow 2 testing
sequential flow where the hotel cancellation is completed first, followed by recommendations for alternative hotel rooms
Result
However, they also value the ability to compare prices and explain the differences between the originally booked hotel and the one they are about to book.
Users love the map & pricing comparisons !
Based on their feedback, V2 testing will be updated accordingly!
The results from the user flow testing show that agents appreciate being able to see hotel rooms and prices on the map while speaking with customers.
Side note: Agents want these key details integrated into the interface so they can quickly provide information to customers without having to open multiple windows.
Usability testing
Support and Quality Manager
Daybreak, Utah
Decision Tree Main User
Feature testing
Decision Tree V1
-Creating a Subcategory
-Editing an Existing Category:
Austin's Journey
Key Tasks We Tested
-Creating a New Category
Austin C. is the only user who is using the decision tree management page right now
The decision tree is a feature for supervisors to manage and edit the categories related to call information. It helps travel agents select the category that best fits the phone calls they handle with customers.
Austin C. (User)
Final Designs
Couple most used screens
How did I add value?
Redesigned the interface to make it easier for supervisors to edit categories and sub-categories, ensuring changes could be made quickly and with minimal steps.
Simplified Editing for Managers
Improved Success Popup Behavior
Enhanced Search-ability for Efficiency
Refined the success popup to prevent it from blocking critical actions, ensuring smooth task completion without interruptions during the editing process.
Enabled both categories and sub-categories to be searchable, allowing supervisors to locate and update specific items faster, especially when managing large datasets with over 20 pages of request categories.
