CWT to roll out 24/7 messaging service platform

International travel management platform CWT is to roll out its new messaging service, following a successful one-year trial with 20 of its existing clients. The new, text-based channel on the myCWT platform allows clients’ employees to quickly 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, CWT’s Chief Traveller Experience Officer. “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 (Business-to-Business-For-Employees).” Travellers can use the new platform to create new bookings, make changes to existing ones, cancel bookings, resolve other queries as well as retrieve and amend their itinerary. “We are always looking for innovative ways of enriching the travel experience of our clients’ employees and driving travel programme compliance,” said Kelly L. Kuhn, CWT’s Chief Customer Officer. The myCWT service has been available to 20 of CWTs global clients for nearly a year, with 88% of them saying messaging requires less effort compared with other channels such as email and phone. myCWT messaging will be fully rolled out in phases throughout 2020 to all CWT clients wishing to access it.