Industry
Travel & TourismCompany
Satur is a leading travel agency in Slovakia with a century-long tradition of delivering unforgettable travel experiences. Operating the largest own sales network among all travel agencies in Slovakia, Satur offers residential and sightseeing tours in Europe and exotic destinations, cruises, skiing, and wellness packages.
Location
Slovakia
Key Features
- 100 years of trusted travel experience
- 90,000 satisfied clients annually
- 43 branches across Slovakia
Comprehensive Communication in One Place
Satur, a prestigious travel agency with a century-long legacy, has been bringing unforgettable travel experiences to generations of satisfied clients. With 90,000 satisfied clients choosing from their wide range of holidays annually, a professional team of 150 members including delegates, guides, animators, and travel consultants, and the widest network of 43 branches across Slovakia, Satur needed a robust communication solution to manage their complex operations.
In the past, Satur used LiveAgent primarily as a chat tool for online communication with clients through their website. However, as their business grew and their organizational structure became more extensive, they recognized the need for a more comprehensive communication platform.
Centralizing Customer Inquiries Across the Network
Satur’s company operates the largest own sales network of all travel agencies in Slovakia, which meant they needed to consolidate communication from sales representatives across the entire country. They began actively using LiveAgent for communication through selected email addresses, where they needed to maintain an overview of customer demands and their solutions.
Currently, we can easily track the history of complete communication with each customer. This provides our sales team with important information about all inquiries and questions that the customer has previously encountered with us, and also helps us monitor how efficiently our salespeople handle these inquiries.
By implementing LiveAgent across their email channels, Satur successfully captured all sales representatives from throughout Slovakia in one centralized place. This unified approach provides their sales team with critical insights into customer interactions and helps them monitor the efficiency of their sales processes.
Internal Communication with Structure and Rules
Satur’s organizational structure is quite extensive, with several departments requiring daily communication. To ensure efficiency, they created dedicated LiveAgent accounts for each colleague within individual departments.
The internal chat feature has become particularly popular among Satur’s team members. This functionality allows departments to communicate seamlessly while maintaining organizational structure and communication protocols. Whether coordinating between branches, managing customer inquiries, or handling internal requests, the internal chat keeps everyone connected and informed.
LiveAgent as a Knowledge Base for Colleagues
During the COVID-19 crisis, Satur faced unprecedented challenges in how they conducted in-house training and shared dynamically changing information needed for daily employee operations. They evaluated several options, including an intranet, shared files, and electronic manuals.
Ultimately, Satur chose to implement the knowledge base feature within LiveAgent, and the results have been outstanding. Their operators consistently praise this approach for several reasons:
- Centralized Information: All information is available in one place with full-text search capabilities
- Easy Updates: The method of updating data is simple and straightforward
- Real-Time Distribution: They can provide colleagues throughout Slovakia with up-to-date information daily
- Accessibility: The knowledge base ensures that all team members have access to the same current information
Our operators can't praise this method enough. All information is available in one place with the possibility of full-text search, as well as the method of updating this data is very simple and we can provide our colleagues throughout Slovakia with up-to-date information daily. — Jozef Granec, SATUR
Satur’s Commitment to Excellence
With 7 days of the week availability through their widest network of 43 branches, 600 contractual partners, infoline, live chat, and website, Satur ensures they are with customers whenever their travel plans begin.
Satur’s Planet Fun family club features a team of carefully selected and professionally trained animators who win the hearts of children every season, with client satisfaction reaching 96%.
By leveraging LiveAgent’s comprehensive communication platform, Satur has successfully:
- Centralized customer communication across their entire sales network
- Streamlined internal department communication
- Created an efficient knowledge base for employee training and information sharing
- Maintained their reputation for excellence across 100 years of travel expertise
- Continued to delight 5 generations of satisfied clients with professional, coordinated service
LiveAgent has become an integral part of Satur’s operations, enabling them to maintain their tradition of excellence while adapting to modern communication needs and organizational challenges.
Jozef Granec, SATUR
