CWT unveils messaging service to market after initial launch with over 20 clients

CWT, the B2B4E (business-to-business-for-employees) travel management platform, has announced the launch of a messaging service on the myCWT platform. This new, text-based channel allows clients’ employees to quickly and conveniently reach a CWT counsellor 24/7 from their desktop, mobile device or other third-party client approved messaging app.

“CWT’s travellers can make bookings, retrieve itineraries and resolve queries, anytime, anywhere at their convenience whether that is at a noisy airport or at their desk,” said Niklas Andreen, chief traveller experience officer at CWT. “With our messaging service, automation is combined with service from our travel experts to offer a hybrid approach, making good on our promise of being the world’s first B2B4E platform.”

Travelling employees access myCWT messaging in both the myCWT app and on the web, with more interfaces to come in 2020. Travellers can create new bookings, make changes to existing ones, cancel bookings, resolve other queries as well as retrieve and amend their itinerary through the unique combination of technology supported by highly skilled travel counsellors.

“Enriching travel experience.”

“We are always looking for innovative ways of enriching the travel experience of our clients’ employees and driving travel program compliance,” said Kelly L. Kuhn, chief customer officer at CWT.

The service has been available to over 20 of CWT’s global clients for nearly a year and has proven to be a great success. With minimal wait time and 24 hours, follow-the-sun availability, nearly 90% of existing users are satisfied with the service and 88% of them say messaging requires less effort compared with other channels such as email and phone. myCWT messaging will be made available in phases throughout 2020 to all CWT clients wanting to provide their travellers with access to this convenient service.