Facts

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User

25,000+

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Booking connections

100+

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Core market

SMB

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Agents

47

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HQ

Munich, Germany

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Founded

2017

About Lanes & Planes

Munich-based business travel portal Lanes & Planes was founded in 2017 by Veit Blumschein and Daniel Nolte, who originally named the company TripClickPro.

The idea of Lanes & Planes came out of personal necessity as Veit had been commuting a lot for a couple of years before founding the company. Having to organize travel connections across a plethora of independent websites plus his ten years of tech experience, Veit realised that this could be done a lot smarter. 

Teaming up with Daniel, the pair wanted to develop a solution that really mapped out all processes of a business trip. From booking to accounting and beyond.

Today, Lanes & Planes is Europe’s biggest business travel portal. Whether you are going by plane or train, and whether you are staying in hotels or Airbnbs, you can organise and book your entire trip via one single platform.

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"We combine the best of digital travel agency and professional business travel consulting. We help our clients achieve their goals and maximise their solution performance."

- Falco Blumschein, VP of Operations & Finance at Lanes & Planes

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From A to B and all the way to Z – easily

Business travellers and travel managers of small and medium-sized companies rely on the direct connection of Lanes & Planes to more than 100 reservation systems and direct interfaces. Bookings can be completed faster and cheaper. Using Lanes & Planes, many medium-sized companies have seen savings of up to 30% in travel and booking process costs.

Not only does Lanes & Planes optimise the booking workflow; the solution also offers billing tools, expense management, automated travel policies, dynamic approval processes, ERP integrations, and an app that holds all your tickets and other travel documents and alerts you about delays.

In short, Lanes & Planes provide its customers with an all-inclusive experience that also involves all-round personal support meaning agents receive a wide variety of enquiries – both from its users and connected service providers.

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"We had heard a lot of good things about helphouse.io and approached them for help to better utilise Zendesk in our customer support. The team at helphouse.io has provided us with first-class support and shared great advice in terms of optimisation. It has been a very positive experience working with helphouse.io – and productive too with excellent communication throughout."

- Falco Blumschein, VP of Operations & Finance at Lanes & Planes

- THE ZENDESK EFFECT -

From 100 to 25,000+ users in less than two years

Providing a great customer experience through comprehensive support and customer care is at the heart of Lanes & Planes' mission. For most parts, customers can help themselves on the platform, for instance by making simple bookings or searching the extensive helpdesk article library. 

For more complex bookings or last-minute changes, however, many prefer personal support. The support team at Lanes & Planes has trained travel agents ready to offer quick assistance – through various digital channels.

With an impressive user increase from 100 (spring 2019) to 25,000+ (winter 2020), a scalable support solution has been required. Along with its omnichannel options, the scalability was part of the motivation for choosing Zendesk initially.

In order to adapt the Zendesk solution to better accommodate the changes at Lanes & Planes caused by the company’s growth and development, Lanes & Planes contacted helphouse.io for assistance.

 

Enhancing Zendesk enhances customer and agent satisfaction

After a thorough analysis of the existing set-up at Lanes & Planes, helphouse.io worked out a number of recommendations for enhancing the support experience through various advanced Zendesk functionalities. These recommendations included implementing Zendesk Support and further customisation of Zendesk Guide.

Zendesk Support provides agents with a better overview of open tickets, and allows for better prioritising and routing of tickets based on various triggers. Ideal routing ensures that tickets end with the right agents, optimising the workflow, and increasing response times, which improves both customer and agent satisfaction.

Zendesk Guide is Zendesk’s advanced helpdesk solution where support tickets can be turned into articles, enabling customers to find answers to common questions without contacting the customer support. helphouse.io suggested improvements to Zendesk Guide to better reflect the needs of Lanes & Planes’ various user segments as well as the visual identity.

We met a very dedicated and passionate team at Lanes & Planes. They wanted a solution with which they could provide the first-rate customer service they are renowned for. With Zendesk, they are able to assist their many business travellers on the go when they experience a bump in the road in the shape of delays or other challenges.

- Rune Ersgard, CCO at helphouse.io

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"The cruel beauty of data"

When your business is centred around travels, it seems only natural that your support is available wherever the client goes. The flexibility of Zendesk allows Lanes & Planes' many travellers to reach out to the support agents through several channels, including the company's own app. This "digital travel companion" offers immediate access to the help centre and personalised concierge service.

Zendesk collects all enquiries – be it support requests or user feedback. This valuable data is put to good use at Lanes & Planes where "the cruel beauty of data" is embraced. Utilising the data to disclose what works well and what works less than well, the decision-making becomes data-based, which aligns well with the measure-build-measure-learn-repeat approach of Lanes & Planes.

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"As the first point of contact for customer inquiries, we use Zendesk Support. I like to look at various support requests once a day to get a sense of the feedback from our customers."

- Veit Blumschein, CEO at Lanes & Planes

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