Customer Case Study: Southern Cross Assist

Background of Southern Cross Assist’s travel needs: 

• Most travel bookings happen with very little warning, so service and efficiency is critical.
• Nurses and doctors are sent to support and help Australians who are sick or injured.
• Most travel is international, but there are occasional domestic requirements.
• Itineraries are often complex, due to people coming home from all corners of the world.  

Before Corporate Traveller: 

• Southern Cross Assist was working with another TMC but still booked flights online themselves.
• Service levels were poor and sometimes it was difficult to even get a response to a travel request.
• When there was a response, turnaround times were not ideal, and people were not easily available.
• The technology on offer was clunky and inefficient so it wasn’t easy to use, plus there was no tech support offered.
• As a result of all of this, Southern Cross Assist ended up processing a lot of bookings themselves using certain websites. 

“The onboarding experience was absolutely fantastic – everyone has just been so good. Every time we have run into an issue Corporate Traveller has found a solution, including access to certain priority lines for certain people.” 
- Melissa Byrne, Director, Southern Cross Assist

The Corporate Traveller Solution: 

• Southern Cross Assist onboarded with Corporate Traveller in December 2022.
• The onboarding experience was “fantastic” as the Corporate Traveller team was in “constant solution-mode” to set the reltionship up from day one.  
• Tanisha De Hoedt was selected as the dedicated travel manager for Southern Cross Assist.
• Tanisha will build complex itineraries and keep on hold to be approved by Southern Cross Assist easily.
• Phone calls are answered within a few rings and, when things don’t go as planned, there is a real-life human available for 24/7 emergency assistance. 

Success: 

• A smooth onboarding process set the partnership up for success.
• Unique requests are responded to quickly and handled proactively by Corporate Traveller’s  experienced Customer Success Manager.
• Out of hours service levels remain high, even at 2am!
• The ability to hold flights has been a huge help for Southern Cross Assist.
• The biggest benefits are time and stress savings – they get an expert response quickly.
• Itineraries are prepared fast and efficiently.  
• The Corporate Traveller Sam App is a crowd favourite with their travellers – it’s easy to share itineraries and travel details.
• Total confidence and peace of mind in Corporate Traveller.