How we serve the Travel and Leisure Industry

In today’s digital-first economy, customers want and expect a multi-channel experience. From social media and chatbots, to email and video calls, the travel and leisure sectors have never seen such demand for omnichannel experiences. The challenge is how to keep pace with shifting expectations.

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How we can help you to optimise your travel and leisure Contact Centre

With more than 90% of travellers researching their holidays online, and increasing numbers going on to book their next break on a mobile, the demand for digitalisation is now.

Reducing cost to serve

Ensuring you have the right balance of resources and effective technology such as self-service, AI and automation to deliver significant reductions in call volumes and length, without compromising quality.

Peak management

Planned and unplanned peaks are challenging, but with the right mix of people, process and technology, these spikes can be managed with minimal difficulty and impact on customers.

Embracing a new age of traveller

Customer loyalty

Delivering a great experience and keeping customers coming back relies on delivering a timely, personalised service through the channel of their choice, that is easy to use and delivers FCR.

Data security

Our security services and solutions ensure customer data is protected, access is secure, payments are compliant and risks are mitigated.

The time for digital is now

Digital transformation

Knowledge and skills gaps are key factors limiting growth and a perceived barrier to digital transformation. We help organisations make choices about technology and services that deliver business goals and ROI.

Read how we helped The Caravan and Motorhome Club.

When the Caravan Club was ready to roll, we streamlined their path

They needed to be able to offer an omnichannel Contact Centre comprising of voice, email, chat and social media, while also enabling greater reporting and management control.

Consultancy services for Travel and Leisure

As the world of travel and leisure evolves, our team of dedicated consultants will be at your side – helping you to meet the needs of your customers and anticipate the shifts in the marketplace. With more than 20 years experience in the industry, our team can help to balance maximising your existing investments with embracing next-generation technology.

Contact us to find out more

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““Everyone involved from IPI was dedicated, supportive and there when we needed them most. It was great to work so collaboratively with the IPI team, as we could ensure that we were always heading in the right direction and that the new implementations would meet our needs. Being able to resolve any hiccoughs together and take a best practice approach across our branches has been invaluable, as we really feel they were invested in the project. The ongoing support and direct contact with IPI, rather than having to navigate via another supplier, has been critical to the success of the project. IPI has been fantastic throughout and we look forward to our continued relationship with the team as we carry on innovating.””
Marc Hints, IT Support Manager, GB Liners

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““We knew that IPI could provide us with the top-quality consultancy we needed to get the most out of our WFM system, but we’ve been particularly impressed by their knowledge and understanding of functionalities we never realised were possible. Our managers are also happier, as the new system has relieved the pressure of mundane tasks, without sacrificing the visibility of agents’ whereabouts. Looking ahead, we are excited to see how we can continue to optimise operations to deliver a better overall experience for our agents and customers – with IPI at our side.””
Bryan Griffin, Resource Planning Manager at People's Postcode Lottery

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““The move to new, cloud-based technologies has enabled us to become more agile and continue to deliver exceptional service to our customers, even during the challenging times of the pandemic. Our collaboration with IPI has given us much greater resilience and peace of mind for maintaining vital communications and lines of business at all times. We see our relationship with IPI as a true partnership that is delivering value to the business and helping us to succeed now and in the future.””
Bryan Raven, Managing Director at White Light

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““Ensuring that our back-end infrastructure is geared up to support our customer base is absolutely critical to the continued success of our company. IPI provided us with confidence that our systems would be effectively supported and would continue to deliver the service our customers expect from our brand.””
Rashpal Degun, Communications Manager at DialAFlight, part of the Lotus Group

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““The speed at which IPI was able to respond to our enquiry meant that our business was able to react, and our customers continued to be served. IPI’s team is so dedicated to delivering exceptional service, that they worked very hard to ensure that the equipment was delivered and in place ready for lockdown.””
Rashpal Degun, Communications Manager at DialAFlight, part of the Lotus Group

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““IPI went above and beyond to get additional licenses set for us as the lockdown took hold. These were essential to us being able to service our customers.””
Pete Clinksales, IT Manager at Best at Travel

Latest updates

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IPI Spotlight: Bringing CX into Focus - Manchester

4th February, 2025

Designed to help you sharpen your focus on the latest trends, technologies, and challenges reshaping the Contact Centre industry. Through a wide-angle lens, we’ll explore how AI and cutting-edge innovations are reframing customer interactions, empowering your Contact Centre to capture success from every angle.