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Journey Management Journey Management
ExperienceExperience
Changing the travelerexperience and how suppliers
reach travelers with content and
services
Microsoft Confidential
Matthew E. ReillyMatthew E. Reilly
Microsoft CorporationMicrosoft Corporation
US BPO & Outsourcing Sales & Partners SpecialistUS BPO & Outsourcing Sales & Partners Specialist
[email protected]@microsoft.com
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Book Travelfrom any device
Collaborateand
Share JourneyDetails with
Other Travelers
Supplier Content (Air,Hotel, Car, etc.)
Driving Directionsand Maps
Manage &Interact via Desktop,
Mobile, Web & Voice/Tellme
Weather
Search for localactivities & attractions
Journey Services / Improving The Travel Journey Services / Improving The TravelExperienceExperience
MicrosoftMicrosoft
Premium Alerts for Traveler, Co-Travelers,Family & Party Visiting
Journey Management Services
Supplier.comSupplier.com
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Journey Lifecycle Journey Lifecycle
ManagementManagement
1.1.Travel research,Travel research, planning & booking planning & booking enabled throughenabled throughmultiple clientsmultiple clients
2.2.Notifications,Notifications,Updates, AlertsUpdates, Alertsdelivered throughdelivered throughmobile device.mobile device.
3.3.Location specific activities (dining,Location specific activities (dining,events), group collaboration,events), group collaboration,updates, and meeting planning updates, and meeting planning
4.4.Web Client enables accessWeb Client enables accessto Journey from any kiosk to Journey from any kiosk or terminal (or any device)or terminal (or any device)while on the Journey while on the Journey
5.5.Integrated expenseIntegrated expensemanagement whenmanagement whenfinishing up the tripfinishing up the trip
Microsoft Confidential
Journey Management Services
Opportunity to Integrate withReservation Systems
Integrate with ReservationSystem
Microsoft
Content Provider
Virtual Earth & LiveStack
Supplier.comSupplier.com
Real Time Updates
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Journey Management Services
Opportunity to Integrate withReservation Systems
Integrate with ReservationSystem
Microsoft
Content Provider
Virtual Earth & LiveStack
Supplier.comSupplier.com
AccessFrom
AnyClient
Multi ModalMulti Modal Client ExperienceClient Experience
Real Time Updates
Traveler Centric ExperienceTraveler Centric ExperienceSet of Services and Software that Extends the Supplier.com - My Flights / My AccountSet of Services and Software that Extends the Supplier.com - My Flights / My Account
Beginning to End TravelBeginning to End TravelManagement.Management.Planning, Booking, Updates,Planning, Booking, Updates,and Cancellations.and Cancellations.
Get Real Time Updates for Get Real Time Updates for Upgrades, Delays,Upgrades, Delays,Cancellations, or RouteCancellations, or RouteChanges.Changes.
Access Travel InformationAccess Travel Informationfrom Any Device - Office,from Any Device - Office,on the Road, or at a Hotelon the Road, or at a Hotel..
Extension (Augment) toExtension (Augment) toSupplier.com with Future DeepSupplier.com with Future DeepIntegration Opportunities to Air Integration Opportunities to Air ReservationsReservations
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• Value for Suppliers / Airlines:•
– Provide Traveler Centric Experience Solution Capabilities:
– Customer Service Elements / Traveler Life Cycle ManagementExperiences
– Virtual Travel Agent / Assistant
– Extension (Augment) to Supplier.com / Air Reservations
Systems Integration – Multi Modal Client Experience (Application, Web, Mobile andVoice / Tellme)
v Book and Manage Travel from Any Device
– Real Time updates for Delays, Cancellations, Upgrades, etc.
– Collaboration – Share J ourney Information with other Travelers
– Automated Alerts for Traveler, Colleagues and Family
– Local Relevant Search – Activities / Attractions – Local Relevant Content – Driving Direction, Maps, Weather
– Integrated Expense Management•
–
– Increase Revenue by Maintaining Users / Travelers on Supplier.com
– Opportunity to Own More of the Customer Wallet
–
–
Journey Management ExperienceJourney Management Experience
Microsoft Confidential
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• Value for Suppliers / Airlines (Continued):•
– Provides Ability to Bring in Other Content (Hotel, Car, Ground Transportation, etc.via content aggregator):
• Increased User (Traveler) Experience
• Maintain Users on Supplier Site (Opportunity to Own More of theCustomer Wallet)
• Increased Revenue Share with Reduced Cost Model – Eliminate / Reduce Cost for Content Acquisition
– Eliminate / Reduce Cost of Management of Content
– Eliminate / Reduce Cost of Collecting Revenue Share on Sold Content
– Potential Revenue Share on Sold Content
• Provide Better Deals (Rates) to Travelers on Additional Content:
– Content Aggregator Volume Enables them to Strike Better Deals / Rateswith Other Content Providers that can Enable More CompetitivePricing and Greater Revenue Share Opportunities
••
•
Journey Management ExperienceJourney Management Experience
Microsoft Confidential
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The Platform & Capabilities The Platform & Capabilities
RichMedia
Experiences
Sharing & Storage Find & Locate Identity &Authenticatio
n
Communicate &Stay Connected
Windows Live Platform
VirtualEarthSearc
h
LiveSpaces
Live ContactsIM &
Presence
SilverlightStreaming Agent
sAlerts LiveI
D
Share and Access Information
Communicate and Interact with UsersBuild Community Driven Applications
Maintain User Trust and Privacy
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Windows Live PlatformWindows Live PlatformToolsets
RichMedia
Experiences
Store &Share
Find &Locate
Identity &Authenticat
ion
SilverlightStreaming
Spaces
VirtualEarth
LiveID
Contacts
Search
Communicate&
StayConnected
Alerts
PopFly
Expressions
VisualStudio
Terms of UseSimple & ConsistentTraining & Support Service Level Agreements Flexible Monetization Offerings
SharePointDesigner
IM &Presence
AgentsS
ervi
ceAPI s
&
Contro
ls
Profession
al
Developer
Designer
Hobbyist
Audience Product
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Audience MomentumAudience Momentum
465M Unique Users42 Markets42 Markets
21 Languages21 Languages
2.5B Queries/Month 5B Docs, 400M Images5B Docs, 400M Images
280M Active Accounts 7.5B Messages/Day7.5B Messages/Day
70M+ Spaces120M Unique Users
1.5B Page Views/Mo1.5B Page Views/Mo
280M Accounts WW CoverageWW Coverage
85+ Mobile Carriers32 Markets
Multi-channelMulti-channelDevice-independentDevice-independent
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Microsoft Dynamics CRM at a Glance
•Over ,1 000 customers from small to
enterprise
•Over ,00 000 users in
more than 80 countries
• lobal network of
software and services
partners
•F a s t , f l e x i b l e , nd
a f f o r d a b l e•
• ull CRM suite of, ,marketing sales and
service
• ative Office
experience for rapidadoption
• -ulti language with
more than 25 languages
•Advanced /OA Web
ervices architecture
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Microsoft’s Vision for CRM
Deliver an easier and more
natural user experience
Deliver highly configurable
workflow andanalytics
Works the way our businessdoes
Deliver a flexible platform
that simplifiesintegration
Works the way echnology
should
Works the way ou do
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