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The problem
Peninsula Visa, a Silicon Valley-based expedited travel document service provider with over 40 years of experience, was drowning in communication chaos.
Their team struggled daily with unmanageable email chains and scattered platforms for document review and order placement. Senior Travel Document Specialist Julia Precourt and her team spent countless hours searching through lengthy email threads for missing attachments, while clients grew frustrated with the lack of clarity and organization in their document submission process.
The solution
Peninsula Visa found their perfect match in Moxo, which transformed their document management and client communication workflow.
Moxo Flow, revolutionized their process by introducing an intelligent, step-by-step document submission system. "The 'aha' moment was definitely the Flows," recalls CEO Evan James. "When I saw the contextual support within the checklist and users acknowledging each item, it was like, 'Oh my gosh, was this built for us?'"
The platform's sophisticated Flow Branching capability enabled Peninsula Visa to create dynamic, personalized experiences. By implementing conditional logic, the system automatically tailors information based on each traveler's location, nationality, and visa requirements. This smart automation eliminated redundant work while ensuring accuracy. The addition of Milestones further enhanced the experience by breaking complex processes into manageable segments, allowing both clients and agents to track progress effortlessly.
The result was a seamless, self-guided experience where clients could navigate the documentation process independently. "Even if we don't interact with the traveler at all, they're able to follow the flow and follow all the required documents and basically take care of the process mostly themselves," explains Julia Precourt, highlighting how the platform empowered clients while maintaining high accuracy standards.
The result
Moxo reduced processing time, boosted client satisfaction, and enabled business growth.
The implementation of Moxo has revolutionized Peninsula Visa's operations, delivering dramatic improvements across every aspect of their business. Processing times have been slashed by 50%, transforming what was once a days-long document preparation process into a streamlined operation completed within hours. Senior Passport and Visa Specialist Joey Perez highlights this remarkable shift: "Now we receive documents from our clients within a couple hours and they're ready to be submitted to the passport office or consulates the next day."
This newfound efficiency has become a powerful catalyst for Peninsula Visa's growth. The centralized portal has eliminated cumbersome email chains, enabling agents to handle higher client volumes while maintaining exceptional service quality. The platform's rapid flow creation capability has opened doors to new service offerings, driving significant top-line revenue growth.
CEO Evan James emphasizes the strategic impact: "Moxo has absolutely impacted our company's top-line revenue growth. The fact that we're able to scale out to different services at a rapid clip has been huge for us, and is going to continue to be huge as we look towards the future." This partnership has positioned Peninsula Visa at the forefront of innovation in travel documentation services, with James noting they're "really at just the beginning" of unlocking the Moxo's full potential.
