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How a Fortune 500 Travel & Hospitality Platform Boosted Back-Office Productivity by 26% with 8Flow

See how this team took insights to impact in 2 weeks with 8Flow.
26%
increase in agent productivity
8%
increase in cases closed

Background

This Fortune 500 travel and hospitality platform operates a complex mix of in-house and outsourced back-office teams responsible for high-volume transactional work. These teams manage critical support processes across multiple regions and vendors, making consistent performance visibility essential.

In a hybrid and work-from-home environment, the challenge of managing distributed teams is amplified. Leaders were receiving reports from different sources with no unified view, making it difficult to benchmark productivity, reallocate capacity, or identify opportunities to improve performance.

The Challenge

Despite investing in reporting tools and vendor oversight, the customer still struggled with:

  • Centralize visibility across in-house teams and BPO partners
  • Compare productivity at both the team and agent level
  • Spot bandwidth gaps or bottlenecks
  • Identify strategies to systematically improve performance
  • Manage productivity effectively in a distributed, hybrid workforce

Without a consistent, real-time view of how work was being done, leaders struggled to make data-driven decisions around coaching, staffing, and workflow improvements.

The 8Flow Approach

8Flow was deployed across the back-office teams and within days, leaders had a real-time understanding of how work was being done, including:

  • Agent-level productivity down to the minute
  • Breakdown of system usage across a shift
  • Comparison of workload distribution across teams

For one team, Workforce Managers and Team Leads were trained on 8Flow’s Real-Time Analysis view. This gave them immediate visibility into how their agents were performing, enabling more precise coaching and workload management. Within two weeks, the team achieved a 26% increase in agent productivity leading to 8% increase in cases closed across the team.

These gains were realized without any additional headcount, system changes, or process redesign - simply by giving leaders the data and tools to act in real time.

Results

Within just two weeks, the team achieved:

  • 26% increase in agent productivity through real-time visibility
  • 8% more cases closed by increasing team productivity

With a unified, consistent view of productivity across both in-house and BPO teams, the customer now has a scalable model to drive continuous efficiency gains across its global hybrid workforce.

Right now, with so many of our teams working from home, 8Flow has been especially valuable. Looking at the data, it’s clear that it’s helping us reduce the operational loss from unproductive hours.
— Risk & Compliance Program Manager

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