ATVC Consulting: HOW A TRAVEL SERVICE CENTER OPTIMIZED ITS PERFORMANCE WITH MyOverview?
Our client, based in Tunis, operates a service center for business travel management and supports its partners in handling booking requests, back-office activities, as well as optimizing their overall travel processes.
The objective is to ensure efficient and professional travel management, in compliance with travel policies and with a high standard of quality.
As a reliable partner in travel management, the client offers, upon request, an end-to-end process covering all travel-related tasks, back-office processes, as well as the associated billing processes.
ACTIVITIES STRUCTURED AROUND THREE KEY PILLARD
Back Office:
Reliability and smooth financial operations
The back office acts as a strategic link between operations and accounting, improving coordination and collaboration efficiency. Thanks to strong expertise in booking requests, mid-office, and accounting, the service center manages all internal processes with optimal quality.
Key activities include:
- Reconciliation of open items in collaboration with accounting (BSP, DB, tour operators),
- Clarification of ongoing credit card invoices,
- Processing and rebilling supplier invoices to end customers,
- Management and creation of customer databases,
- And many other operational support tasks.
Business Travel:
Comprehensive and multi-channel travel management
The Business Travel team manages all services related to corporate travel, including
train, air, hotel, and car rental bookings, as well as reservations via Atriis.
They also support, upon request, the billing of specific services, such as hotel charges, ensuring a smooth experience for both clients and internal teams.
Application Management:
Technology performance and continuous support
The Application Management team is responsible for the implementation, support, and ongoing optimization of Online Booking Engines (OBEs) and internal reservation systems.
Their responsibilities include:
- System setup and configuration,
- Management of travel plans and agent profiles,
- Maintenance and documentation of databases,
- Level 1 and Level 2 support,
- Proactive communication with clients regarding OBEs and other applications,
- Incident resolution, root cause analysis, and continuous improvement of business processes, workflows, and interfaces—both functional and technical.
MyOverview
AT THE HEART OF OPERATIONAL TRANSFORMATION
The client has been using MyOverview (MyO) for a year to centralize operational monitoring, improve process reliability, and gain full visibility across all activities.
With MyO, teams have been able to:
Optimize business workflows,
Closely monitor performance indicators,
Improve coordination between back office, travel, and IT teams,
Reduce operational friction points.
“With My Overview, we can analyze SLAs, manage and meet them more effectively, sort emails correctly based on their content, and thereby increase productivity. Thanks to My Overview, we can accurately assess each employee’s productivity when it comes to handling emails. With My Overview, our agents’ writing quality is now 100%, which improves communication with customers and helps prevent misunderstandings.”
Christian Klug Authorized Representative at ADAC TMS
A TAILORED SOLUTION FOCUSED ON PERFORMANCE
This customer case clearly demonstrates how MyOverview integrates seamlessly into complex travel management and shared service environments, delivering visibility, control, and continuous improvement.
👉 Want to discover how MyOverview can transform your travel and back-office operations?
We would be delighted to propose a tailored solution aligned with your business challenges.
