Page 9 - QBT Travel Management Proposal-Bunzl

Online help desk

The QBT Help Desk is the central point of
contact for both internal and external
For almost 9 years QBT
customers. This includes customers using the
has continued to provide
QBT Portal, online booking tool, and QBT
consultants using the 'over the phone' outstanding customer service for my
reservation system. The QBT Help Desk business travel requirements.
provides end user support and can assist with
QBT is very responsive to preferred
any questions or issues that may arise while
using the QBT online environment. flights, short-notice travel and
changes to travel bookings.
The Help Desk receives up to 1,000 calls and Very prompt turn-around and
around 500-1000 emails per week. While the
regular contact with myself if
phone support is directly related to the online
preferred flights
and offline booking environment, the Help Desk
are not available.
also provides accounts, fees and general
booking support via the related email channels.

Some examples of the situations solved on a
daily basis include:

• Assisting new users with first time logins to the online environment
• Advice and assistance with general travel questions
• Technical support for users experiencing errors online
• The Help Desk has the ability and skills to complete bookings for imminent travel or make
arrangements with the contact centres to ensure travel is never affected
• Assisting departmental accounts staff with invoicing, charge and fee queries.

Due to the broad understanding of the consultant booking workflows, the online environment, and
the general accounts and fees, the Help Desk staff are well equipped to assist Bunzl where necessary
or escalate the issue to the relevant QBT subject matter expert.

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