eSky: How customer relations and strategic outsourcing drive global travel success
An Interview with Ewelina Kołodziej-Tyczka
In a recent strategic move, eSky Group has optimized its customer service operations by transitioning the management of its Bulgarian call center to Armatis Polska. This decision reflects eSky’s broader strategy to streamline its focus on core business activities while ensuring the continued high-quality service that customers expect. Armatis, which has been a trusted partner of eSky for several years, will not only take over the existing team in Bulgaria but also plans to expand its multilingual services, offering more flexibility and efficiency (read our press release).
This partnership strengthens eSky’s global customer support framework, especially as the company continues to grow after acquiring the iconic Thomas Cook brand and expanding its offerings in new markets like the UK.
Ewelina Kołodziej-Tyczka, Contact Center Director at eSky Group, shares her experience of outsourcing and her vision of Customer Relations.
What role does Customer Relations play in your strategy for developing and retaining travellers?
Customer Relations is absolutely crucial to our strategy for developing and retaining travellers. We see it as the key to building trust and loyalty, which are essential for sustainable growth, especially with our recent acquisition of Thomas Cook.
The Thomas Cook brand has a long history and its customers are accustomed to a very high standard of service. Maintaining this standard, while seamlessly integrating these customers into the eSky experience, is a top priority. It’s not just about meeting expectations but exceeding them. This means offering efficient and helpful support across all channels, proactive problem-solving, and personalized interactions that make each traveler feel valued.
Furthermore, it’s vital that we provide a consistently excellent level of Customer Relations across all the markets where eSky Group operates. Whether a customer is booking a trip in Western Europe, or anywhere else in the world, they should receive the same high-quality support and attention. This consistency is key to strengthening our brand reputation and ensuring customer satisfaction across the board.
Why did you choose to outsource your customer relations?
We opted to outsource our customer relations to Armatis for several reasons. Firstly, it allows us to focus on our core competence, which is developing innovative travel solutions. Secondly, Armatis brings extensive experience and expertise in customer service management, enabling us to enhance the quality and efficiency of our customer support. Thirdly, outsourcing provides us with flexibility and scalability to adapt to fluctuating demand and market dynamics.
What benefits do you gain from your partnership with Armatis?
Our partnership with Armatis provides numerous benefits. We have seen improvements in customer satisfaction, increased efficiency in handling customer inquiries, and reduced operational costs. Armatis’s multilingual capabilities have also enabled us to expand our reach and cater to a wider audience. Moreover, their expertise in customer service management has allowed us to streamline our processes and enhance the overall customer experience.
What do you believe are the major challenges ahead for customer relations in your industry?
The travel industry faces several key challenges in customer relations. Firstly, customer expectations are constantly rising, with travelers demanding personalized and seamless experiences across all touchpoints. This requires companies to leverage data and technology to tailor services and provide consistent support. Secondly, the industry must adapt to rapid technological advancements while retaining the human element. AI and automation can enhance efficiency, but travellers still value genuine human interaction, particularly for complex issues or unexpected disruptions.
Successfully navigating these challenges requires a strategic approach. For eSky, this involves finding the optimal balance between technology and human touch, ensuring personalized service while leveraging AI and automation to streamline processes. The partnership with Armatis is key to achieving this balance.
About eSky : Established in 2004, eSky Group has grown to become a leading travel platform in Central and Eastern Europe, with a global presence that has steadily expanded over time. Today, operating under the eSky and eDestinos brands, the platform serves over 50 countries across Europe, the Americas, and Africa. With access to more than 550 airlines and 1.3 million hotels, eSky has helped over 150 million customers explore destinations around the world.
The company is based in Katowice, Poland and has over 800 employees, including an in-house development team of over 190 people, enabling it to innovate quickly and at scale.
Additional information about eSky Group is available here: https://pressroom.esky.com.