Differentiate “Needs” vs “Wants” Secrets To Success.pdf · Travel is complex… 2. Agency...
Transcript of Differentiate “Needs” vs “Wants” Secrets To Success.pdf · Travel is complex… 2. Agency...
Before we begin...
-Please fill out the left column
-Differentiate “Needs” vs “Wants”
-Fill out right column after workshop
Agenda...
-Why should you listen to me
-Market Landscape
-Trends
-5 Secrets
-Digital Publication App
-Panel Discussion
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…
Market landscape… 1. Travel is complex…
2. Agency business is challenging…
3. Money to be made and value to be added…
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
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
… 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
5 Secrets… 1. Where do you spend you time?
2. Automation creation
3. KPI based infrastructure and reporting
4. Customer Management
5. Employee Culture
change
42% AHT: 500s
28% AHT: 177s
AHT: 395s
30% AHT: 388s
0 200 400 600
Phone
Walk-In
Website
0 200 400 600
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Walk-In
Website
0 200 400 600
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…
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
5 Secrets… 1. Where do you spend you time?
2. Automation creation
3. KPI based infrastructure and reporting
4. Customer Management
5. Employee Culture