Client
Services
Other topics
A more efficient global support operation that delivers faster response times, improves customer satisfaction, and significantly reduces operational costs.
Executive Summary
Bonotel Exclusive Travel partnered with Liveware to strengthen its customer service operations as the company expanded its global travel offerings.
As Bonotel experienced growth across international markets, rising operational costs and increasing service demand placed pressure on its support teams. Liveware implemented a scalable service delivery model that expanded team capacity, improved operational efficiency, and introduced stronger quality control processes.
The result was a more efficient global support operation delivering faster response times, improved customer satisfaction, and significant reductions in operational costs.
The Challenge
About Bonotel
Bonotel Exclusive Travel is a global travel services company headquartered in Las Vegas, Nevada, specialising in luxury hotel distribution and curated travel experiences.
The company partners with international tour operators and travel agencies across more than 70 countries, providing access to premium hotels and travel services worldwide.
With an estimated 50-200 employees and annual revenue between $14M – $30M, Bonotel supports a large global network of travel partners and clients.
Bonotel Exclusive Travel’s service operations relied on resource-intensive handling of:
- Customer service and contracting workflows managed by local teams
- Growing service demand across global travel partners
- Manual operational processes within parts of the contracting function
This resulted in…
- Rising employment and operational costs
- Difficulty sourcing skilled service staff locally
- Operational inefficiencies within contracting teams
- Limited scalability of existing service operations
The Solution
A scalable operational support model designed to improve service efficiency while reducing operational costs.
Technology
Liveware implemented structured performance management tools and automation processes to support service delivery, KPI tracking, and reporting across customer support teams.
Collaboration
Liveware partnered closely with Bonotel’s leadership to recruit, onboard, and train a larger support workforce, scaling the team from 6 to more than 50 specialists.
Experience (User Experience)
Additional quality control checkpoints, training programs, and process optimisation were introduced to improve response times and maintain high service standards for customers.
Integration
The expanded support team integrated directly with Bonotel’s existing service operations, ensuring consistent communication workflows and alignment with internal processes.
The Outcomes
A scalable operational model, Bonotel maintained premium service standards while significantly reducing operational costs.
63%
Decrease in operational losses within contracting operations
41%
Reduction in staffing costs
< 2mins
Average customer handling time
Which resulted in the following qualitative impact
- Improved customer satisfaction through faster response times
- Increased operational scalability to support global demand
- Process optimisation improves both efficiency and service quality
Why It Matters
By implementing a scalable operational model, Bonotel maintained premium service standards while significantly reducing operational costs.
- Scalable support teams enable global service coverage
- Operational outsourcing can dramatically reduce cost-to-serve
- Process optimisation improves both efficiency and service quality
- Structured training and quality control sustain customer satisfaction
Stop managing the past.
Start building the future.
Related case studies
- Case Study
- AI, Data, Learning, Technology
- Case Study
- Data, Technology