IBM Software Transportation

IBM Travel and Transportation Framework: Multi-channel Sales and Service solutions

2 IBM Travel and Transportation Framework: Multi-channel Sales and Service solutions

The personal touchThere is no shortage of options when it comes to travel, which is why it is critical for you to stand out from the crowd. And to create differentiated, personalized experiences for customers, you need to understand exactly who your customers are and what they want. This used to be a guessing game, but by embedding intelligence into the transportation infrastructure, you can now gather accurate data on where customers have traveled, how and when they purchased tickets, what their travel preferences are, and much more.

As a result, travel providers can deliver customized messages and offers. Whether customers use a phone, a website, a kiosk, a mobile device or a travel agent, they get a consistent experi-ence that provides them with compelling, relevant information. And this information can help them have a better trip, thanks to useful tips, status updates and alternate options in case of schedule changes or unavoidable delays. Customers get the personal touch every step of the way, which can dramatically improve loyalty.

A smarter approach to customer service and loyaltyTo help you accomplish this, we have created the IBM Travel and Transportation Framework. This powerful suite of IBM software products and assets can help travel providers enhance customer service and drive loyalty with solutions that give you a 360-degree view of the traveler. The framework, built on open standards and common software building blocks, supports advanced information management, analytics, automation and the integration of processes that can help create compelling, efficient customer experiences.

One architecture, many channelsAlthough collecting and analyzing customer data can be com-plex, the framework streamlines and simplifies virtually every step of the process. With one implementation, you can support services across a wide range of channels—the web, mobile devices, kiosks—consistently and cost-effectively. You can also:

• Quickly bring new features and enhancements to the marketplace.

• Customize your branding to reflect evolving business models and industry insights.

• Increase potential revenue through personalized services, upgrades, handling fees and more.

• Improve reliability and performance with monitoring tools and alerts.

• Easily deploy accessibility and multilingual features to address the needs of a broad set of travelers.

• Implement multiple channels for an improved return on your investment.

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A single view of your customersThe Travel and Transportation Framework can also import data from reservation systems, loyalty programs, travel agents and alliance partners. It includes prebuilt business intelligence dash-boards and reports, information management tools, business analytics, and campaign analysis.

Together, these tools give you a single view of each traveler, which can help you provide a more seamless experience—before, during and after the trip. It is designed to help you determine which customers are the most loyal, which sales channels are the most effective, and which campaigns and services are performing well.

Armed with this data, you can:

• Segment your customers with greater accuracy.• Keep travelers informed in case of misplaced baggage, unavoid-

able delays and schedule changes.• Provide special, personalized offers and services to your most

valuable customers.• Leverage cross-sell and up-sell opportunities based on services

the customer has purchased in the past.• Capture preferences such as language, seating and special meals.• Enhance products and services based on traveler preferences.• Lower the operational costs associated with managing traveler

information.• Transform your business processes to align with customer needs.

Above all, you can enable one-to-one marketing. You can build deep, lasting relationships with your customers. And you can make decisions based on real-world, real-time facts instead of intuition.

Creating a smarter travel experienceThe IBM Travel and Transportation Framework offers solutions that improve responsiveness to the marketplace, streamline customer relationship management processes and help drive revenue. You can achieve the flexibility to adapt to changing customer preferences, enter new market segments with more confidence and target your service offerings more effectively.

For more informationTo learn more about IBM Travel and Transportation Framework solutions, please contact your IBM sales representative or IBM Business Partner, or visit: ibm.com/software/industry/transportation

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