niit technologies – hotel process transformation bpo flyer... · payment & rates loyalty...
Post on 07-Jun-2018
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The hotel industry is experiencing heightened competition that has brought a transformational shift in the way hotel businesses are managed today. Two key manifestations of this shift are industry consolidation & adoption of "Asset-light" strategy by hotel companies. Inorganic growth and asset-light approach pose risk to the consistency in customer service levels & quality across geographies and various constituent companies. NIIT Technologies’ BPO resources enables delivery of high quality & uniform customer service reflecting the brand proposition of the parent company.
Hotels that do not consolidate or merge with other organizations can only stay competitive if they are able to optimize their operational costs. NIIT can assist such hotel companies by managing their front office and back office operations in a standardized, centralized set-up that is lower in cost and scalable.
NIIT Technologies – Hotel Process Transformation
• Lack of economies of scale in front office & back office operations and analytics support
• Legacy-prone processes designed and managed at the property level lack the agility and flexibility required by Hotel companies today
Business Challenge• Increased competition & customer exposure to global standards
in service, putting pressures on service demands & pricing
• Spiraling operational costs
• Lack of customer service standardization across the Hotel’s company portfolio
• Ineffective quality control
Business Solutions NIIT Technologies can offer solutions to the above noted industry challenges you may be experiencing. We can help you in transforming three key areas in your operational value chain: Customer Relationship Management, Back Office Services and Analytics:
Customer Relationship ManagementCustomer Service has become the key differentiator in retention & enhancement of pricing power, and loyalty strategies. We are able to offer you high quality & consistent customer service at lower costs with greater measurability & accountability (through our proprietary tools & metrics).
Back Office ServicesOur centralized Transaction processing services can help to lower the total cost of ownership of your back-office through standardization, creation of economies of scale & labor arbitrage. All this, while enhancing process control & agility, & reducing credit risk.
AnalyticsOur dedicated analytics division can assist you in better understanding of your customers, your competitors & their customers and provide your organization actionable insights to enable you to attract, retain & grow your customer base.
www.niit-tech.com
Travel, Transportation, and Logistics
Reduced number of Complaints by about 50%
Average Speed of Answer reduced by 80% Reduction in Average Call Time by 33% & Call Abandonment by 80%
Turn Around Time reduced by 90-99% resulting in increased CSAT
Emails processed per login hour gone up
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A global IT sourcing organization | 21 locations and 14 countries | 7000+ professionals | Level 5 of SEI-CMMi, ver1.2 ISO 27001 certified | Level 5 of People CMM Framework
Europe SingaporeIndiaNIIT Technologies Ltd. Corporate Heights (Tapasya)Plot No. 5, EFGH, Sector 126Noida-Greater Noida ExpresswayNoida – 201301, U.P., IndiaPh: +91 1 120 399 9555Fax: +91 1 120 399 9150
NIIT Technologies Inc., 1050 Crown Pointe Parkway5th Floor, Atlanta, GA 30338, USAPh: +1 (770) 551 9494Toll Free: +1 (888) 454 NIITFax: +1 (770) 551 9229
NIIT Technologies Limited2nd Floor, 47 Mark LaneLondon - EC3R 7QQ, U.K.Ph: +44 (0) 20 70020700Fax: +44 (0) 20 70020701
NIIT Technologies Pte. Limited31 Kaki Bukit Road 3#05-13 TechlinkSingapore 417818Ph: +65 68488300Fax: +65 68488322
Americas
Partner with NIIT Technologies to align your IT goals with your business objectives
Write to us at marketing@niit-tech.com www.niit-tech.com
NIIT provides end-to-end Business Process Outsourcing & Transformation solutions for the Hotel industry focusing on providing “Enhanced Guest experience”. Our portfolio of services ranges from providing Hotel Pre-Stay services including marketing & Promotions, Reservation through all distribution channels, CRS services, Transportation services. Our Hotel Stay services include payments and
Service offerings for Hotels
• Reduced number of Complaints by about 50%
• Turn around Time reduced by 90-99% resulting in increased CSAT.
• Reduction in Call Abandonment by 80%
• Reduction in Average Call Time by 33%
• Average Speed of Answer reduced by 80%
• Emails processed per login hour gone up with increase in the work volume (Emails processed) without any increase in FTE count
• De duping TAT has reduced by 50-75% post process streamlining
NIIT Technologies has gained extensive competence and
experience in the TTL business by working with leading
airlines, airports, travel distribution and logistics companies.
Our technology expertise and business understanding
Business Benefits
NIIT Technologies Advantage
PRE-STAY
Marketing & PromotionsContracts Management
Distribution Channels CRS
Reservations
Transportation
Reporting
Customer Relationship Management
Web Response Management
Analytics
Payment & Rates
Loyalty Management SystemAlliancesBack Office
Property ManagementSystem (PMS) Finance & Admin
Internal Helpdesk
HR & Payroll
Account Payables/Account Receivables
Pricing & Tariff
Travel Agency ContentManagement
Amendments/Changes
Cancel/Refunds
Commission Settlement
Customer Profile Management
Reservation & Vouchers
Rate & Tariff Management
Back Office
Call Centre
TMC
Travel Portals
GDS
BillingFrontOffice
BusinessRelationshipManagement
Reconcillation Marketing & Advertising EnrollAirlines
Hotel Chains
Travel Insurance
Retail Chains
Car Rentals
Travel Agents
Accumulate
Redeem
Hotel Website
Corporate
STAY
PRE-STAY PRE-STAYSTAY
Support Services
rates along with providing Property Management Services (PMS). We also provide support services which include Finance & Accounting services, Internal Helpdesk and HR and Payroll services for the Hotel groups. Some of key services which cut across Hotel Pre Stay, Stay and Post Stay Services include Customer relationship management services which include web response Management, Analytics and Reporting. We also provide Loyalty Management Services as well.
ensure efficient, scalable, secure and robust solutions that
are tailored to the needs of our clients.
• Deep Travel Domain expertise with best practices
formulated over the years that brings about enhanced
customer experience, optimum productivity and efficiency
leading to high revenue for the airline.
• NIIT is one of a handful of companies in the world to have
achieved SEI CMM Level 5 assessment. NIIT has also
earned ISO 27001 & ISO 9001, SAS70 (Type II) examined
and COPC Certified v4.0 signifying that our processes
meet world class quality standards.
• World class IT and telecom infrastructure to meet the
stringent requirements of mission critical process
• NIIT has developed online tools and platforms to drive
business intelligence, consistency and standardization for
a multi lingual and multi location environment
• NIIT Technologies Limited was Ranked #1 in the Travel
Sector by the Black Book of Outsourcing thrice in a row in
2008, 2009 and 2010.
Taxes
Per night/per stay
Inclusive/Exclusiveof Supplementary items
Per person/per room
Discounts
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