​Flight Centre on becoming a 'centre of operational excellence'

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Retail travel company Flight Centre has a presence around the world, boasting approximately 10,000 employees in Australia and another 8,000 or-so internationally that all consume services hosted domestically.

Despite having almost 20,000 staff — customers as Flight Centre Enterprise Operations Manager Michelle Carroll calls them — there was previously only one way to contact head office, and that resulted in inbound calls being basically unmanageable.

“Call volumes were through the roof, they had no way to self-service — they couldn’t search a knowledge base, etc — my call queues at times were in excess of 200 calls waiting for 48 minutes at best,” Carroll said during the ServiceNow NowForum in Sydney.

“That’s not a good user experience.”

Having used ServiceNow


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