Globus Enhances Travel Agent Webinars with GoToWebinar and OpenVoice for Improved Audio Quality
Customer Company Size
Large Corporate
Country
- United States
- Switzerland
Product
- GoToWebinar
- OpenVoice
Tech Stack
- Voice over Internet Protocol (VoIP)
- Toll-free audio conferencing
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Remote Collaboration
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Globus is a leading operator of guided vacations worldwide, with a history dating back to 1928 when the company founder started transporting travelers across Lake Lugano in Switzerland. The Globus family of brands, including Globus®, Avalon Waterways®, Cosmos®, and Monograms®, remains family-owned and operates 32 offices globally. The company provides escorted tours for 500,000 people annually, visiting over 70 countries across six continents. Alleigh Allie, the company's training specialist, is responsible for ensuring that thousands of travel agents worldwide are well-informed about the latest itineraries in more than 400 travel packages. Since 2004, Allie has been conducting up to 15 webinars monthly, each attended by as many as 150 travel agents, to keep them updated on the company's offerings.
The Challenge
Initially, Globus faced significant challenges with their existing web conferencing solution, which was complicated and unreliable. The system was not user-friendly for either the webinar leaders or the attendees, leading to numerous complaints from travel agents about poor audio quality, static lines, and connectivity issues. These webinars were crucial for educating travel agents about the company's latest travel offerings, and the ineffective communication was potentially harming revenues and the company's reputation. Additionally, the previous solution lacked the ability to synchronize audio and video recordings for online posting, which was essential for agents who could not attend live events. Globus needed a service with integrated audio, improved ease of use, high reliability, and excellent audio quality to address these issues.
The Solution
To address the challenges with their previous web conferencing solution, Globus switched to Citrix GoToWebinar with OpenVoice Integrated toll-free audio. This new solution provided several audio options for attendees, including VoIP, toll phone numbers, and optional OpenVoice toll-free audio conferencing, all working seamlessly together. GoToWebinar also offered features like a hosted registration page, branded invitation emails, self-service registration, and a one-click connection for attendees. The platform allowed for muting entrance and exit beeps and participants to reduce background noise, which was crucial for maintaining audio clarity during webinars with up to 150 attendees. One-touch recording of webinars for on-demand access was another key feature, enabling travel agents to listen to recordings at their convenience. The Citrix solution was highly reliable, ensuring easy connectivity and high-quality audio, backed by responsive customer service. This switch not only improved the webinar experience but also enhanced Globus's reputation for smooth logistics and leading-edge technology use.
Operational Impact
Quantitative Benefit
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