differentiate “needs” vs “wants” secrets to success.pdf · travel is complex… 2. agency...
TRANSCRIPT
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
Phone
Walk-In
Website
0 200 400 600
Phone
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…
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
#TTX13
facebook.com/SabreTravel
twitter.com/SabreTN
agentstream.com
youtube.com/SabreTravelNetwork
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