The customer problem

⚠️ Booking change requests from our customers were the main contact reason to Omio's customer service in 2023 (30%).

📈 We expect this number to grow to 1M+ requests by 2028 as Omio scales.

The business opportunity

By launching the option for customers to self-serve changing their booking, we

💸 estimate the annual cost savings by 2028 to € 7M

📨 expect to reduce change requests by 77% and

🚙 equally reduce the customer support cost for our B2B partner Uber

The customer's delight

The new self-service feature allows 24h/7 access to instant booking changes, eliminating the dependency on customer service office hours and lengthy response times.

The customer support agent's relief

By automating simple support request tasks like changing or canceling bookings, we can free up our agents to tackle more complex and challenging requests, ensuring that our customers always receive the best possible support in time.

Measuring success

Within a month of releasing the feature to all customers for supported providers, self-service ticket modifications rapidly surpassed those our Customer Service team handled.

In addition to quantitative tracking, we conducted a concurrent qualitative survey to gather feedback on user satisfaction and the feature's usability, with a very positive response.

Thank you for scrolling this far. 🫶🏽

This feature is live on Omio web and apps. We onboard more providers and ship to more countries all the time.