Differentiate “Needs” vs “Wants” Secrets To Success.pdf · Travel is complex… 2. Agency Business is challenging ... KPI based infrastructure and reporting 4. Customer Management

Before we begin...

-Please fill out the left column

-Differentiate “Needs” vs “Wants”

-Fill out right column after workshop

5 secrets you may be missing…

Agenda...

-Why should you listen to me

-Market Landscape

-Trends

-5 Secrets

-Digital Publication App

-Panel Discussion

Why should you listen to me…

Our mission

Improve your agency’s bottom line through workflow mapping and technology analysis

Our people… – Innovative – Engineers – 6 Sigma – Developers

People

Our industry knowledge spans…

-Travel agents

-Airline employees

-Hotel employees

-Car employees

-Developers

-Scripters

-Management consultants

-Engineers

Our experience…

Over 350 total on-site engagements

-155 corporate

- 85 leisure

- 40 consolidators

- 24 online

Helping Agencies Since 2005

Our experience…

Where we have been…

Market Landscape

Market landscape… 1. Travel is complex…

2. Agency business is challenging…

3. Money to be made and value to be added…

Travel is complex…

-The markets are fragmented

-Change is constant

Travel value chain…

Travel Demand

Travel Supply

Fragmentation…

Fragmentation…

Total Cost Per Transaction = $13.44

Market landscape… 1. Travel is complex…

2. Agency Business is challenging…

3. Money to be made and value to be added…

Agency business is challenging….

-Clients are demanding

-Competition fierce

-Increasingly thin margins

Agency trends…

Fierce competition…

Fierce competition…

Market landscape… 1. Travel is complex…

2. Agency Business is challenging…

3. Money to be made and value to be added…

Money to be made and value to be added…

-Enter new markets

-Sell new products

-Cost savings

-Traveler security

-Service and convenience

Travel on the rise…

Travel on the rise…

Value add areas….

Source: CWT 2013

Travel value chain…

Travel Demand

Travel Supply

Trends: Cost Management Revenue Optimization Demographic Shift

Trends: cost management… -Online booking tool

-Scripting

-Automation

Cost management …

Travel Demand

Travel Supply

Online booking tool…

Trends: revenue optimization… -Standard contracting

-Supplier relations

Revenue optimization…

Travel Demand

Travel Supply

Contract Optimization Services…

Trends: demographic shift… -Shopping Methods

-Agency Population

Demographic shift…

Travel Demand

Travel Supply

Demographics…

~75% use 1-4 websites

Demographics…

Are you targeting the right group?

Agent learning…

5 Secrets…

… how your KPIs compare to your

peers/competitors

… If tools you invested in are helping

or hindering agents’ productivity

… what does your profitability look like

across customer tiers

… where are your hidden costs

… if servicing certain customers may

be undermining your profitability

… how to view true transaction-level

data to tell you what’s really going on

Do you know…

So where do I start?

-Timed workflow analysis

-Technology assessment

-Reporting breakdown

-Employee culture test

-Customer snapshot

-Data security scan

-Malware protection update

-Financial integrity evaluation

Bit.ly/5SecretsToSuccess

5 Secrets… 1. Where do you spend you time?

2. Automation creation

3. KPI based infrastructure and reporting

4. Customer Management

5. Employee Culture

Secret 1: Where do you spend your time?…

change

42% AHT: 500s

28% AHT: 177s

AHT: 395s

30% AHT: 388s

0 200 400 600

Email

Phone

Walk-In

Website

0 200 400 600

Email

Phone

Walk-In

Website

0 200 400 600

Email

Phone

Walk-In

Website

Front Office Disposition Summary Sabre

Average Handle Time

Where is your time spent…

ABC Agency

5 Secrets… 1. Where do you spend you time?

2. Automation creation

3. KPI based infrastructure and reporting

4. Customer Management

5. Employee Culture

Secret 2: Automation creation…

Secret 2: Automation Creation…

PNR Creation Shopping

Document Delivery

Update Notifications

Quality Control

Pricing

5 Secrets… 1. Where do you spend you time?

2. Automation creation

3. KPI based infrastructure and reporting

4. Customer Management

5. Employee Culture

Functional Area

Key Indicator Suggested Methods

Sales and marketing

•Customer profitability analysis •Customer service mix •Service fee profitability

•Build a PNL for each customer •Analyze each customer on a per transaction basis

Account management

•Customer retention effectiveness •Service level effectiveness •Consultative management

•Analyze pipeline success •Understand customer worth

•Complete quarterly reviews with key customers

Operations

management

• Resource and staffing •People development

•Technology deployment •Integration and optimization

•Process optimization and control

•Measure staff utilization

Transaction processing

•Front-office effectiveness •Mid-office fulfillment effectiveness

•Back-office accounting

•Measure call-handle time and after-call work

•Track errors and exceptions

Reporting and analysis

•Agency performance •Supplier performance •Customer reporting

•Benchmarking

•Measure •Analyze

Secret 3: Key performance indicators…

Average Premier Agency Time Spend

Process Group

Corporate Leisure

Initialize 11% 10%

Shop/Price/Sell 28% 49%

Recap/File Finish 17% 18%

QC/Ticketing 18% 6%

Other 26% 17%

Total 100% 100%

Front Office Operational Benchmarking Premier Benchmarking…

Average Premier Agency

Characteristics

Bookings Range 100K-1M

Revenue Range $1M-$15M

Cost savings range $50K- $750K

Hours of observations 10 hrs –50 hrs

Time Period taken 2005-2013

Value of our services $10K-$75K

5 Secrets… 1. Where do you spend you time?

2. Automation creation

3. KPI based infrastructure and reporting

4. Customer Management

5. Employee Culture

Secret 4: Customer management…

Business model shift…

5 Secrets… 1. Where do you spend you time?

2. Automation creation

3. KPI based infrastructure and reporting

4. Customer Management

5. Employee Culture

Secret 5: Employee culture…

Digital Publication

Digital Publication…

Panel Discussion

Panel Discussion… -Ewa Jaros

-Max Gurdian

-Diego Molina

Stay Connected

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