1. Business VoIP phone system

Adooa provided a Unified Communications phone system for SN Travel for its 15 users in 2020.

“We have an administration office in Stoke Newington, and then we have one in Antigua that we opened during Covid. The one in Antigua is a representation office and most of our teams work from home. There is a good split of around 50% of staff from the Caribbean and 50% from here in the UK. Having a phone system that enables us to work remotely is vital and our phone system with you provides that.”

Max Ali, Commercial Director at SN Travel, an IATA bonded travel agent specialising in Caribbean travel, reports some of their company challenges. He explains how Adooa have met these with our business cloud phone system features and secure phone credit card payment software.

2. Compliant Credit Card Payment service

As travel agents, SN Travel take large sums of money for holidays and required a secure credit card payment service, taking the payment out of scope of PCI DSS regulations. Max explained how they coped before Adooa implemented the secure payment software in April 2023, and how it has changed their offering:

“We weren’t allowed to take payments over the phone because it wasn’t compliant. So your secure payment system for us is a brilliant service because it enables us to work from anywhere and take payments securely for our customers. We have other tools which we use, but that one is the main one that our team tends to utilise for critical payments.”

“Before we sent links out to our customers for them to click and so on. But that has got these inherent problems. Sometimes it doesn’t work and all they have to do is spell their name wrong or get a digit on their address wrong and the payment is rejected … and then it shows pending on their card for two or three days and creates problems. Doing it by telephone is a much better solution. We were looking for something like this for about a year! We were aware that we needed a more secure way of taking a payment with a telephone and that’s the best way to do it, well the only way to do it really.”

How easy was it to connect and work?

“Adooa’s secure payment solution was easy to connect through our main credit card provider. It’s a very simple system to use. I’m using it to organise some training for my colleagues and we were running in 24 hours. So it’s very easy.”

3. Call reporting and monitoring

Max explained what other features they find useful as an international travel agent:

• We use the chat that we have on the phone system quite a bit.
• We use reporting to make sure that we don’t miss calls. We receive that report, which is set up by your support team, so that’s very useful.
• We have a monitoring tool which is useful too. It’s nice to look at how many calls a particular group has missed.