The R Group presenting TRAVEL TECHNOLOGY TRENDS AND ISSUES 2011

The R Group Travel technology specialist for over 25+ years. Former executive with: Lifeco, Amex, and BCD CTI, TTG, and TRX Expedia, Travelocity, Orbitz, and Priceline ACS and WNS Expertise provided: -Improve sales and marketing processes -Increase supplier revenues -Reducing costs thru call center management and BPO -Procurement, development, and application of technology

Agenda Google Mobile Process Improvements Sales Direct Connect

Direct Connects Direct Connect Want they want: GDS incentives to go away Control over who can sell their product Ability to promote direct connects Reduced costs per segment Want they want: Status quo Control over the buying network Access to all content Want they want: Access to all content without more costs Incentive revenues to continue In the End Airlines will pay incentives to book direct Agency incentives from the GDS will go down Airline will promote a direct connect solution Airline will get a reduced cost per segment (1/2)

Process Improvements Hired by a top 10 agency to improve profits by 20% (at least) Reviewed both revenues and costs High service agency with low online adoption Strong hotel program Offices in four major cities in US Process Improvements

1.Hotels is where it’s at! 2.90/20 and being nice are expensive and don’t matter much to the customer. 3.Incentive programs aren’t working. Convert to points/trips and not cash. 4.Get more out of mid-office robotics. 5.Establish larger team size to realize savings. Consolidate locations. Process Improvements

6.Identify MLAs and fix. 7.Establish a brand and focus – service. 8.Establish a culture of preferred supplier support. 9.Charge for all value added services. 10. Record all calls and use for coaching agents. Process Improvements

Google Google

Google

Where is all this going?

Sales Best Practices Hired by a travel card provider to identify the best practices when selling to the small and midsize corporate market. Interviewed over 25 executives both internal and external. Including: – All mega travel agencies – Both OTA and Traditional agencies – Technology providers Summarized the results into top 10 themes. Sales

1.Process is important. Demand gen, lead gen, follow-up, lead scoring, sales, and close. 2.Marketing should establish a process for both client and prospect communication – drumbeat. What’s your story? 3.Don’t cold call, warm call. 4.Technology can be an effective selling tool if “perceived” as unique. 5.Best to have one large “branding” event (NBTA) and several smaller sales events (Roadshows). At NBTA – send “lumpy” to qualified leads and require “activation” to win. Sales Best Practices Sales

6.Tell-a-sales can be effective both insourced and outsourced. Suspect database is key. 7.Use a CRM (Salesforce.com) rigorously. Create scorecards by salesman. 8.Establish channel partners to provide qualified leads. Leverage their marketing and spend. 9.Don’t be quick to hire and fire. Tenure matters. Reassign if tired. 10. Hire passionate, smart people. Motivated to win. Rolodex matters in large market. Sales Best Practices Sales

Sales Process Paper Even t Call Social Media “Qualified” Prospects “Qualified” Prospects Click Attendance Website Call In Call Outsourced or Internal Qualify the prospect and interest Close if small or setup appointment with sales Meet Call with salesman/presentation Schedule meeting if appropriate Send proposal Close Sign agreement MarketingEngagementSales Qualified Educational Frequency Targeted Warm CRM Scoring Routing Event, TShow, Group First call – qualification and closing if small. Escalation to sales when appropriate – appt setting. Sales

Mobile Mobile

Mobile ResearchShopBookTravelPost

Future

» For a copy of the presentation: Steve Reynolds President and CEO Office: | Mobile: Marquette Dallas, TX Steve Reynolds President and CEO Office: | Mobile: Marquette Dallas, TX