With international travel halted between most countries and domestic travel within Canada on hold due to lockdown mandates, travel agencies like Durham Travel found themselves in a difficult situation. They realized that in order to continue providing best-in-class, personalized support for customers in need of their services, they needed to pivot their business model and move their standard in-person client meetings to occur remotely. Fortunately, Durham Travel decided on and moved over to GoTo Connect (formerly Jive Communications) prior to the beginning of the pandemic. Almost immediately, they started reaping the benefits including GoTo Connect’s call routing feature, which they have set up to seamlessly transfer between agents if one is already on a call. With GoTo Connect, they have saved valuable time and increased agent efficiency.