TRAVELPORT Citrix Online Business Value Assessment

CUSTOMER PROFILE

Company: TravelportFounded: 1971Headquarters: Atlanta, USRevenue: US$2.3 billion (2010) Employees: 3,500

TRAVELPORT

Travelport is a broad-based business services company and a leading provider of critical transaction processing solutions to companies operating in the global travel industry. Travelport is comprised of the global distribution system (GDS) business, which includes the Galileo and Worldspan brands and its Airline IT Solutions business, which hosts mission critical applications and provides business and data analysis solutions for major airlines.

Citrix Online Products:■■ Citrix GoToMeeting

■■ Citrix GoToWebinar

Key Benefits:■■ ROI expected in under 4 years

■■ On track for expected cost savings

■■ Achieved annual savings

TRAVELPORT DRIVES PRODUCTIVITY WITH GoToMeeting AND GoToWebinar

EXECUTIVE SUMMARY

Travelport is a leading provider of business services and critical transaction processing solutions to companies operating in the global travel industry. The Atlanta-headquartered, privately-owned company connects buyers and sellers of travel in 174 countries and serves travel providers, travel agencies and corporations through traditional, online and corporate channels. Travelport is widely known for its Galileo and Worldspan global distribution systems (GDS).

In an effort to promote collaboration and innovation while controlling costs, Travelport looked to embrace the latest generation of online conferencing and collaboration solutions. Based on a cost and feature comparison — and feedback from users — Travelport chose to migrate exclusively to Citrix Online’s online collaboration solutions, including GoToMeeting and GoToWebinar.

A third-party assessment by Mainstay Salire1 showed that Travelport’s deploy- ment of GoToMeeting has yielded a range of benefits, facilitating and accelerating projects ranging from software development to employee training to general brain-storming. Key benefits included:

■■ Enhanced productivity as employees more efficiently managed interactions with co-workers and customers

■■ Faster product development and go-to-market cycles as efficient online collaboration eliminated delays

■■ Reduced operating costs as Travelport took advantage of GoToMeeting’s lower overall cost and flat-rate All You Can Meet® pricing model, which eliminated overage charges

■■ Higher customer satisfaction as employees took advantage of GoToMeeting’s

1Mainstay Salire is an independent market researcher specializing in quantifying the benefits of technology investments. For more information: www.mainstaysalire.com

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TRAVELPORT

Citrix Online Business Value Assessment

conferencing and screen-sharing features to solve customer issues faster and with fewer calls

BACKGROUND

Travelport’s global operations span 174 countries and serve around 70,000 travel agencies (both online and traditional). In recent years, Travelport has followed a steady growth trajectory, extending its GDS leadership position in the Americas, EMEA and Asia Pacific and moving successfully into emerging markets, including the Middle East, Africa, Asia and Eastern Europe.

Travelport’s global presence calls for fre- quent collaboration between business and technical teams that are typically widely scattered across regions. The global team of business analysts routinely collaborates across continents from London to Australia to India. Operations managers with geographic- ally disperse teams can now hold frequent and effective team meetings and training sessions with their teams in Europe, Asia, the Middle East, Australia and North America.

Such global collaboration has been a key driver of Travelport’s success, enabling the company to leverage its global talent base to build and customize world-class solutions for customers in hundreds of local markets. Given the vast distances between global teams, this type of collaboration is crucial to support in-person meetings.

Travelport became an early adopter of online meeting and collaboration solutions. For several years, it tried out some of the leading web conferencing products on the market, including Cisco WebEx, Microsoft Live Meeting, and GoToMeeting. During this initial period, business and technical teams in different regions had the opportunity to

explore the power of online conferencing and compare the capabilities and costs of leading products.

CHOOSING GoToMeeting

Travelport decided to optimize its online conferencing environment by consolidating on a single solution: GoToMeeting. Travelport based its decision on a number of factors, including GoToMeeting’s flat-rate, unlimited-use subscription plan and feedback from users indicating a clear preference for GoToMeeting’s easy-to-use interface.2

“We are scaling GoToMeeting very rapidly but have kept our costs predicable and manageable,” said Tony Sturgeon, Director of Global Voice & Video Systems, United Kingdom. “The growth in demand from every line of business has been strong, and we’re seeing positive impacts on productivity, customer satisfaction and training cost containment.”

BUSINESS BENEFITS

Ease-of-Use Spurs Adoption

Travelport managers noted that GoToMeeting’s easy setup and operation — including one-click meeting launches and integration with Microsoft® Outlook® — have helped spur adoption of the online collaboration platform. “I found GoToMeeting very easy to use,” reported one senior business analyst. “Initial training on the platform went smoothly and since then I’ve set up a number of meetings. It was super-easy to do.”

Compared to other web conferencing products, GoToMeeting was consistently rated as the easiest to learn. For infrequent users, this was a welcome characteristic. As one global account manager observed,

“For someone who only uses virtual meetings every now and then, I thought GoToMeeting was significantly easier to learn and set up than other solutions in the marketplace.”

Collaboration Efficiencies

Travelport witnessed a huge upsurge in collaboration efficiencies, as teams turned to GoToMeeting to facilitate and accelerate projects ranging from software development to employee training to general brainstorming.

■■ More efficient software development. Groups working on software development projects readily adopted GoToMeeting to build products faster and more efficiently. The platform gave team members — sometimes working on separate continents — collaboration capabilities comparable to face-to-face meetings. A Denver-based business analyst, for example, said that GoToMeeting work sessions “shorten build cycles by being able to directly interact with the lead developer.” Another employee observed that GoToMeeting speeds software deployment by helping people get up to speed quickly. “We now see one-day turnarounds instead of a week,” she said.

■■ Effective demo tool. Teams discovered that GoToMeeting can be a convenient and effective way to demo new products in development, show management how projects are progressing, and stage live demonstrations for partners and customers.

■■ More brainstorming. Many managers said they frequently launch impromptu virtual conferences to help brainstorm and get quick, detailed feedback on projects and ideas. “We use GoToMeeting to just bounce ideas off each other,” one business analyst said. In addition, users said the visual interface of GoToMeeting helps

2 In contrast to GoToMeeting’s predictable monthly rate, Travelport saw its costs spike whenever users exceeded monthly usage limits on existing online collaboration platforms. Such overage charges could add up to more than US$3,000 per month per user group.

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Citrix Online Business Value Assessment

people stay more involved on a call. “You get better focus when people have some- thing to look at,” one manager reported. “Everyone feels like they are involved in the creation of documents and reports.”

■■ Troubleshooting. Using GoToMeeting, team members found they could trouble- shoot technical issues in a fraction of the time. “If someone has an issue, we can quickly connect with that person via GoToMeeting,” one manager said. “The screen sharing option makes it easy to resolve problems with one call.” Managers said that virtual collaboration cuts the time needed to recreate, identify and fix software-related problems.

Transferring Knowledge

Increasingly Travelport has turned to GoToMeeting — as well as GoToWebinar — to efficiently transfer knowledge and connect employees and contractors in dozens of countries worldwide. The Citrix Online platform offers customers tremendous flexibility, facilitating everything from small, spontaneous training sessions targeting a few participants to large-scale educational programs that pull in hundreds of people from around the world.

Screen sharing in business is seen as a “powerful tool” for teaching non-native English speakers (a significant percentage of the company’s workforce) in part because it’s often easier for them to follow screen-based visual communications than spoken instructions. Sharing and switching screens also gives attendees the ability to see and work with content that applies directly to their local markets, adding value and relevance to the training.

Both virtual solutions have helped Travelport engage and connect more people than ever before. “GoToMeeting enabled us to deliver

an IBM class to people who would never have been able to attend due to time constraints,” said a senior technical specialist with Travelport. The company has also found that the virtual platform makes it easy to target the right audience and avoid mixing experience levels.

Customer Satisfaction

Online collaboration sessions with GoToMeeting have also helped Travelport handle interactions with customers more efficiently, enabling faster solutions. Travelport employees can directly view and manipulate the customer’s computer interface and, in most cases, fix the problem with a single call.

Customer satisfaction levels should continue to rise in the coming months as GoToMeeting adoption continues to grow and encompass more customer interactions.

Telephony Savings

GoToMeeting’s built-in VoIP capability enables users to choose Internet phone service, which is free, over more costly toll-based voice services. Selecting the VoIP option also offered users the convenience and speed of joining calls with a single mouse click.

While many employees are still expected to use conventional fixed-line phone networks, GoToMeeting also gives employees the option of using local numbers to conduct or attend online meetings, further reducing long-distance costs.

Flat Rate Pricing Drives Adoption and Future Savings

Travelport has benefited from GoToMeeting’s flat-rate pricing model that eliminates extra charges for extensive usage. Even as the

popularity of GoToMeeting grew, Travelport’s costs stayed the same with this All You Can Meet® pricing structure.

“Our IT budget for online conferencing maintains a predictable cost profile and doesn’t expose us to overages,” one manager observed. “There are no surprise costs.” As a result, Travelport’s IT budget allocations for online conferencing has remained stable for the last several years.

COST BENEFIT SUMMARY

According to an assessment by Mainstay Salire, Travelport’s migration to a Citrix Online virtual collaboration platform could achieve considerable cost savings over five years. A significant component of this resulted from switching from a mixed-vendor environment to a standard platform based predominately on Citrix Online solutions. When compared directly with other alternatives, the GoToMeeting option saves a typical customer approximately $145K per year, as shown in Figure 1.

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Citrix GoToMeeting

Figure 1

Citrix GoToMeeting Cost Advantage (in U.S. Dollars)

Typical Customer

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Citrix Online Business Value Assessment

TRAVELPORT

ABOUT THIS BUSINESS VALUE ASSESSMENT

Research and analysis for this study was conducted by Mainstay Salire LLC, an independent consulting firm that has performed over 300 studies for leading information technology providers including Cisco, Oracle, SAP, Microsoft, Dell, Lexmark, HP, Informatica, BearingPoint, and NetApp. This case study was based on interviews with company management,

IT data experts and IT architects, as well as a review of existing project planning documents. ROI calculations use industry standard assumptions regarding the time value of money. Information contained in the publication has been obtained from sources is considered reliable, but is not warranted by Mainstay Salire LLC.

Citrix® is a registered trademark of Citrix Systems, Inc., in the United States and other countries. All You Can Meet®, GoToMeeting® and GoToWebinar® are registered trademarks of Citrix Online, LLC, in the United States and other countries. All other trademarks and registered trademarks are the property of their respective owners.

Copyright © 2012 Mainstay Salire LLC. All rights reserved.

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