Blog

Empowering Customers and Simplifying Workforce Travel

Sep 24, 2024

LodgeLink’s Commitment to Customer Service Stretches Across All Departments

At LodgeLink, customer service isn’t just a department—it’s the very core of our business. We understand that workforce travel is unique and complex, often requiring more specialized solutions than traditional travel management companies (TMCs) can offer.

That’s why our team is built to support every aspect of workforce travel.

From problem-solving to relationship-building, every team at LodgeLink plays a vital role in ensuring our customers are equipped to manage workforce travel more efficiently.

Hyper-Focused on Workforce Travel

As Chris Vautour, our Vice President of Commercial Sales and Supply, explains, LodgeLink’s commercial team is a combination of different departments working toward supporting our customers.

Unlike traditional TMCs, LodgeLink is laser-focused on the unique needs of workforce travel, which sets us apart in the industry.

"We support crew travel across the U.S. and Canada, handling everything from hotel relationships to remote camp accommodations," says Chris. “Whether it's RFP processes, onboarding new suppliers, or managing day-to-day operations, our team ensures smooth sailing for our customers.”

A group of construction workers standing in a lobby

Carla Jones, our General Manager of Customer Success, highlights the importance of customer empowerment. Her team works closely with clients to provide training and support, making sure they feel confident using the LodgeLink platform.

Through regular account reviews and hands-on training, Carla's team helps customers build strong relationships with LodgeLink while equipping them with the knowledge to handle their crew travel independently.

A person typing on a computer with chat bubbles

Rachel Von Hockauf, Manager of Supply and Projects, plays a key role in managing LodgeLink's relationships with hotels and remote camps.

Her team ensures that the properties in our network meet the needs of workforce travel, handling everything from procurement to day-to-day interactions.

"We have partnerships with major brands across Australia, the U.S. and Canada," Rachel explains, "and these relationships allow us to offer customers access to discounted rates and high-quality accommodations."

Real-Time Solutions for Dynamic Travel Needs

Another standout feature of LodgeLink is our real-time crew management tools.

As Carla highlights, the crew-swapping feature is a game-changer for teams that send crews to the same location for extended periods.

"With crew-swapping, you can book a room for a month and swap crew members in and out as needed," she explains. "This flexibility ensures that crews have the accommodations they need without the hassle of constantly rebooking."

By streamlining procurement processes and consolidating invoices, Rachel's team not only saves customers time but also reduces the administrative burden that comes with managing workforce travel.

While LodgeLink offers a robust technology platform, Chris believes the true value lies in the people who deliver exemplary customer service.

"The customer-facing teams, including Customer Experience (CX), Customer Success Management (CSM), and Supply, are what make LodgeLink special," he says. "Their dedication to solving complex problems and providing top-notch support is my favourite part of LodgeLink."

At LodgeLink, customer service goes beyond answering questions—it’s about delivering value at every touchpoint.

From helping customers self-serve through the platform to managing supplier relationships and offering real-time travel solutions, our teams are dedicated to ensuring a smooth, efficient, and stress-free experience for our customers.

Whether it’s saving time, reducing costs, or providing flexibility, LodgeLink is committed to supporting the success and well-being of our clients in every aspect of workforce travel.