Client
Services
Other topics
This case study explores the successful partnership between Liveware and a renowned Australian Business Travel Airfare Wholesaler known for its top-notch services and advanced ticketing software.
Executive Summary
Helloworld Travel partnered with Liveware to transform its global customer support operations while managing rising service demand.
As one of Australia’s largest travel groups, Liveware implemented a scalable customer support model that expanded service capacity, reduced operational pressure on internal teams, and significantly lowered staffing costs.
The result was a highly efficient global support operation delivering faster response times, improved customer satisfaction, and substantial cost savings.
The Challenge
About Helloworld
HelloWorld Travel (formerly Express Travel Group) is a leading Australian travel organisation headquartered in Melbourne, with offices across Sydney, Brisbane, Adelaide, and Perth.
Established in 1983, the company supports a large national network of independent travel agencies, including Select Travel Group, Independent Travel Group and Independent Travel Advisors. Through its agency network and travel services, Helloworld supports travellers across Australia and international markets.
Helloworld Travel’s customer support model relied on operational handling of:
- Limited internal coverage across time zones
- Manual management of peak demand and after-hours enquiries
- Internal teams supporting both agency partners and customers
This resulted in…
- Gaps in 24/7 support coverage
- Pressure on internal teams during peak demand
- Slower response times for partners and travellers
- Rising staffing costs to maintain service levels
The Solution
A scalable global support model designed to extend service coverage while improving operational efficiency.
Technology
Liveware implemented a dedicated customer support capability that integrated with the existing support systems to ensure seamless handling of calls, chats, and email enquiries.
Collaboration
Liveware worked closely with Helloworld’s leadership and operations teams to onboard and train an additional 33 support specialists, ensuring alignment with brand standards and service protocols.
Experience (User Experience)
The expanded support team provided 24/7 assistance, significantly reducing wait times and enabling faster resolution of customer enquiries across multiple communication channels.
Integration
The support team operated as an extension of Helloworld’s internal operations, ensuring consistent processes, escalation pathways, and communication standards across support channels.
The Outcomes
By implementing a scalable customer support model, Helloworld maintained exceptional service standards while significantly reducing operational costs.
55%
Reduction in staffing costs through an optimised support model
90%
Customer satisfaction rate
33
Additional support specialists
Which resulted in the following qualitative impact
- Improved response times for customers and travel partners
- Reduced operational strain on internal support teams
- 24/7 service coverage improves customer experience in global industries
Why It Matters
By implementing a scalable customer support model, Helloworld maintained exceptional service standards while significantly reducing operational costs.
- Scalable support models reduce operational pressure on internal teams
- 24/7 service coverage improves customer experience in global industries
- Operational outsourcing can deliver substantial cost savings
- Flexible support operations allow businesses to scale with demand
Stop managing the past.
Start building the future.
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