Secure Call Recording for a Travel Broker
Travel Up Case Study

About TravelUp

Since its inception in 2004, TravelUp has aimed to make worldwide travel effortless for its customers. With so many options for a customer, its bespoke deal finder technology searches masses of different suppliers simultaneously. It quickly returns all the best available deals for flights, hotels or full package holidays. Enjoying consistently excellent customer reviews on Feefo and Trusted Service Awards, TravelUp is also an IATA Accredited Agency.

The Challenge

When Datasharp of Truro, a supplier of crafted IT, telecoms and technology solutions for over forty years, was asked by TravelUp, to find a reliable and secure call recording platform that met GDPR standards for data protection, they turned to Vidicode UK. 

 

Datasharp has worked closely with Vidicode UK’s MD Everton Stuart for almost 15 years, finding his ability to understand and tailor solutions to individual clients’ requirements closely aligned with their mission of “going the extra mile” and exceeding customers’ expectations.


Being on hand to help customers book and amend their travel arrangements is vital. With a call centre team of over 150 across four countries, it is paramount that all calls are recorded and stored securely in an environment that adheres to data protection legislation and GDPR. 

 

Craig Ashford, Chief Commercial Officer, said, “Our customers expect a high level of service. Personal data is inevitably shared during the call, allowing our team members to make bookings and amendments. Although the idea of the call data being recorded and stored securely may not be at the forefront of our customer’s minds when booking their travel arrangements, it is a top priority for us, and Vidicode UK gives us peace of mind our customer data is protected”. 

Phill Johanson, Sr. Manager IT, also commented, “I wanted to take a moment to thank you for your help resolving the issue with our business. You were able to quickly identify the problem and put the right solution in place. I’m confident this issue won’t affect us again. Your dedication and hard work are really appreciated. Thank you for your help and support – it makes all the difference!”

The Solution

The Vidicode Apresa call recording system enables TravelUp users to identify calls quickly and efficiently using various search criteria options, including adding notes and coloured markers to important calls. 

 

This also continually enables TravelUp to evolve its training programme and provides security through high levels of user access, encryption, and fingerprinting of saved calls.

Key Benefits of the Vidicode UK Apresa recording solution

1. Easy-to-use search and replay interface

2. High levels of security and encryption to meet data protection legislation

3. Cost-effective, flexible and future-proofed

4. Easy progression when upgrading the telephone system

5. Annotation and colour marking for important calls

6. Pause recording for over the phone credit card/debit card payments (PCI DSS)

Clients we work with