Monitoring, playbooks, and metrics: the engine of operational performance
Professionalization of the customer service and support front line for travel agencies. We implemented an integrated model featuring standardized playbooks, proactive platform monitoring, and biweekly business governance, resulting in a higher FCR, lower AHT, and full visibility into every case.
Peak periods, follow-ups, and low visibility at agencies
Seasonal fluctuations and operational peaks led to inconsistent responses, frequent follow-ups, and limited visibility into the status of cases when dealing with agencies. The airline needed to stabilize response times during the afternoon hours, reduce friction during changes and new bookings, decrease the number of inquiries caused by unfamiliarity with the platform, and have access to real-time reports to make business decisions (ancillary services, revenue, and back office).
Unified workflow: customer service + help desk + continuous monitoring
We designed an integrated workflow that combines agency support, a proactive help desk, and continuous platform monitoring. We standardized playbooks for changes and new bookings, trained agencies on how to use the platform, and set up a KPI dashboard with early warning alerts. We hold biweekly governance meetings with the sales team to prioritize fixes and opportunities for improvement.
Operational Performance: Wepartner vs. In-House
| KPI | Wepartner (MX) | Inhouse (ES) | Diferencia |
|---|---|---|---|
| Cases handled | 26,696 | 76,373 | MX ≈ 35% of the volume |
| Average ticket | 6,674 | 6,364 | +310 ↑ |
| FCR (cases) | 25,708 | 74,277 | -48,569 |
| FCR % | 96% | 97% | −1 pp |
| AHT | 03:51:09 | 04:54:13 | −01:03 min ↓ |
Key Results
Sustained FCR during the operation
Tickets exceeding the internal benchmark
Shorter AHT vs. in-house operations
Strategic Benefits
Aviation Specialization
Team with ATO and CC experience, playbooks ready for peak periods and irregular operations. Accelerated reduction of the front-end learning curve.
End-to-End Visibility
From the ticket to corrective action, with clear accountability, controlled aging, and a KPI dashboard with early warnings to detect deviations before they affect the end customer.
A Replicable Model
The formula—customer service + agency support + monitoring + governance + KPIs—is being rolled out to new routes and markets with minimal ramp-up.
Best Commercial Partner-Fit
Close collaboration with the sales and back-office teams to align platform fixes with revenue goals. Biweekly communication to prioritize fixes and improvement experiments.
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