Managed Service for a leisure travel agency in Europe
We worked in a white-label model for a leisure travel agency operating across multiple European markets, covering both sales and customer support functions for customers in Germany, Switzerland, Italy and the UK.
The challenge was to strengthen the multilingual operation without requiring the client to take on the full internal burden of hiring, training, retention, performance tracking and day-to-day management.
At Boostomer, we managed the service under a Managed Service model, with a dedicated Account Manager responsible for coordinating the account, monitoring KPIs, ensuring quality and maintaining operational alignment with the client.
Service
White-Label Managed Service — Leisure Travel
Markets
Verticals
Languages
Sell and serve in the customer's language
In leisure travel, sales and customer support go hand in hand. A customer calling about a travel package needs accurate information, in their own language, delivered by someone with product knowledge and the ability to close the sale. We manage sales and customer support in German, Italian and English, with a strong focus on conversion, service quality and commercial experience across each market.
KPIs Worked On
The transaction continues even after the booking is made.
The booking is only the beginning. We support customers with package-related questions, changes, travel incidents and case follow-ups that require active management. This post-purchase function is critical for customer loyalty and overall experience in markets where service expectations are especially high.
KPIs Worked On
A single point of contact with complete operational ownership
The difference between an agent provider and a Managed Service lies in who takes responsibility for making the operation work. In this model, a dedicated Account Manager from Boostomer oversees KPI tracking, coordinates the team, manages quality and maintains alignment with the client. The client does not manage people — they manage outcomes.
KPIs Worked On
The result
The client was able to strengthen its European sales and support operation through a more stable, measurable and fully managed model. The key was not simply providing multilingual agents — it was taking operational ownership: daily coordination, KPI tracking, performance management and service continuity.
The most significant impact included: a reduction in internal shrinkage from 19% to 5%; lower management overhead for the internal team; increased capacity for the client’s management structure; a more stable multilingual operation; greater control over sales, support and the post-purchase experience; and a more efficient cost structure.
In a travel operation, every interaction can directly impact conversion, trust and repeat business. That is why the model could not rely solely on agent availability. It required management, ownership and performance accountability.
