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Technical support
PMS, CRM, GDS, extranet or API: in the TravelTech ecosystem, each bug, question or integration friction slows down activity.
HDB offers outsourced technical support, dedicated to the tourism sector, with agents trained in your tools, protocols and user types. We intervene at level 1 or 2 to respond, assist, report incidents and guarantee the continuity of service.
HDB Solutions is the team behind the scenes of travel professionals. Alongside brands that create unforgettable experiences, we ensure every interaction, every message, every request.
Together, let's transform waiting into welcome, service into memory, relationships into loyalty.
Garanties HDB
Tous les bénéfices d'un partenaire privilégié.
Multi-level technical support, from level 1 to supervision
Expertise on your business tools: PMS, Channel Manager, Booking Engine...
Seamless integration into existing tech environments
Quality monitoring with SLA and technical reporting
Étapes-clé
The Key Steps
The User Encounters a Bug
Booking blocking, display problem, synchronization error.
HDB support
An agent responds by chat, email, or phone, qualifies the need, and documents the request.
Level 1.2 resolution or escalation
Direct resolution (help, reconfiguration) or transfer to level 3 with complete technical information.
Intervention by the HDB teams
Our teams update key information, respond to comments, optimize local referencing and relaunch via targeted campaigns.
Follow-up & reporting
The user is informed, the ticket is updated, the bug is categorized and the KPIs are updated.
Ticket management
User support & tourism helpdesk
We manage the functional and technical requests of your end users: hoteliers, travel agents, OTAs, franchisees or service providers. Our agents respond to specific use cases:
- Inventory synchronization errors on GDS
- Accounting export problem from the PMS
- Configuring user profiles
- Blocked access to the B2B extranet
- Blocking on an XML feed or API
Each ticket is traced in your tool (Zendesk, Intercom, Freshdesk, etc.), categorized by type, processed according to your SLAs and enriched with documentation if necessary.
Quality
Recipe, functional QA & quality control
Before each production release or upgrade, our agents carry out functional tests on key paths:
- Creation of a hotel or service provider file
- Complete booking and payment process
- Voucher or e-ticket generation
- Automatic feedback in analytics dashboards
We document each test, detect blocking bugs or regressions, and send structured reports to your product or dev teams.
Knowledgebase
Documentation & evolving knowledge base
To streamline support and improve the autonomy of users, we write and update:
- Dynamic FAQs
- User guides specific to each profile
- Internal support procedures
- Diagnostic or escalation scripts
We also collect recurring feedback to guide product priorities or UI/UX improvements.
Technology
Seamless integration into your systems
Our teams intervene in your tech stack as if they were part of your internal teams.
We enter and update data in your CRMs (HubSpot, Salesforce), PMS (Cloudbeds, Mews), proprietary extranets or business ERPs.
Whether it is for the launch of a new partner, the activation of a distribution flow, or the correction of a pricing anomaly, we respect your business processes and your integration logics (API, webhook, XML, CSV...).
Workflow
Nous travaillons
avec vos outils.
Guest Inbox s’intègre directement avec les outils de commercialisation dédiés au secteur du tourisme pour garantir une expérience fluide et efficace.
Nos commerciaux, habitués à ces solutions,les utilisent au quotidien pour accompagner vos clients avec expertise et réactivité.
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