the group sale customer experience - · pdf filethe group sale customer experience ... offer...
TRANSCRIPT
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
How PROS addresses the customer experience challenges of the group sales process
THE GROUP SALE CUSTOMER EXPERIENCE
Alberto Carlos HinkeDirector Strategic Consulting – TravelPROS, Inc.
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
The Group Sale Customer Experience
1 Why does the Group Sale Customer Experience Matter?
2 What are the Challenges with the Group Sale Customer Experience?
3How does the PROS Group Sales Optimizer Transform the Customer Experience?
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
Turn Big
Data into
Big
Business
Embrace
the
Mobile
Mind Shift
Transform
the
Customer
Experience
Accelerate
your Digital
Business
Source: Forrester Research, Inc.
AGE OFTHE CUSTOMERAGE OF THE CUSTOMER
The Most Profound Trend in Business Today
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
By 2020, customer experience will overtake price and product
as the key brand differentiator.
• Walker Information, Inc. (2016)
Loyal customers are 5x as likely to repurchase, 5x as likely to forgive,
7x as likely to try a new offering, and 4x as likely to refer.
• Temkin Group, Published: 15 January 2016
Why Customer Experience Matters
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
Challenges with the Customer Experience
Inefficient
Inaccurate
OutdatedINCONSISTENT PRICING
MANUAL
PROCESSES
INCORRECT LIST
PRICING
INCONSISTENT
CONTRACT
ENFORCEMENT
TOO MANY
ITERATIONS
LONG WAIT TIMES
FRUSTRATED
CUSTOMERS
INCORRECT
AVAILABILITY
UNDERVALUED
CAPACITY
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
What the Customer Experiences Today
CustomerTravel
AgencySales
Group Desk / Pricing
Group RM
RM Pax RES
Group Request:
ATL -LAS 20 Pax
Nonstop
Round-trip
1-Nov to 4-Nov
Depart: 9am
Arrive: 12noon
Request $400
NO - $495
BKG
Too much!
What else?
No
overnight!
What else?
Yes
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
Challenges with the Customer Experience
Inefficient
Inaccurate
OutdatedINCONSISTENT PRICING
MANUAL
PROCESSES
INCORRECT LIST
PRICING
INCONSISTENT
CONTRACT
ENFORCEMENT
TOO MANY
ITERATIONS
LONG WAIT TIMES
FRUSTRATED
CUSTOMERS
INCORRECT
AVAILABILITY
UNDERVALUED
CAPACITY
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
Transforming the Customer Experience
CustomerGroup
websiteGroupSales
Optimizer
RES
PROS would return a set of dynamic offers:
ATL-LAS 20 Pax Round-trip1-Nov to 4-Nov
Offer #1: $495Non-stopDepart: 9amArrive: 12noonChange fee: $10024 hour hold: free
...
Offer #2: $380One-stopDepart: 1pmArrive: 5pmChange fee: $10024 hour hold: free
...
Offer #3: $290One-stopDepart: 10pm
Arrive: 8am +1Change fee: $10024 hour hold: free
BKG
Group Request:
ATL - LAS 20 Pax
Nonstop
Round-trip
1-Nov to 4-Nov
Offer #2: $380One-stopDepart: 1pmArrive: 5pm
Change fee: $10024 hour hold: free
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
How PROS Transforms the Customer Experience
Improved Efficiency
Better Accuracy
Leading TechnologyCONSISTENT
PRICE STRATEGIES
SELF-SERVICEDYNAMIC
PRICING
CONTRACT
MANAGEMENT
LESS ITERATIONS
FASTER CLOSURE
IMPROVE
CUSTOMER
SATISFACTION
CAPTURE INCREMENTAL
REVENUE
SYNCHRONIZED
AVAILABILITY
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
Revolutionizing Group Sale Customer Experience
• Policy Management for dynamic pricing
• Manual Review of Requests
• POS/POC Simulation
• Group Allotments
• Group Analytics
• Terms and Conditions
• Deposit Deadlines, TTL
• Alerts
• Real Time Dynamic Pricing respecting Sales and RM policies
• Offer sheet for on-the-spot decision
• Real Time Feed for Airline Web Site
• Central location to Request and Review Quotes
• Supports all channels, including TAs and direct groups
• Booking Management
• Shared Communication across all areas
• CRM Capabilities
• Policy Management for dynamic pricing
• Group Sales Analytics
Sales Management
Dynamic Pricing
Revenue Management
Contract Management
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
Revolutionizing Group Sale Customer Experience
Sales Dynamic PricingRevenue
ManagementContract
• Central location to Request and Review Quotes
• Supports all channels, including TA’s and direct groups
• Booking Management
• Shared Communication across all areas
• CRM Capabilities
• Policy Management for dynamic pricing
• Group Sales Analytics
• Real Time Dynamic Pricing respecting Sales
and RM policies
• Offer sheet for on-the-spot decision
• Real Time Feed for Airline Web Site
• Policy Management for dynamic pricing
• Manual Review of Requests
• POS/POC Simulation
• Group Allotments
• Group Analytics
• Terms and Conditions
• Deposit Deadlines, TTL
• Alerts
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
• Real-Time Pricing Methodology
− Applies business strategies to the pricing
− Allows airline to differentiate pricing by Agency tier
• Dynamic and Scientific
− Removes restrictions of static price points
− Supports multiple pricing methodologies
− Calculates lowest optimal price for multiple products
− Price points are calculated from a continuous price curve
• Strategically Contracted
− Configurable terms based on the products
− Contractually bond to the terms of the agreement
Dynamic Pricing is Key
Dynamic Pricing
Contract Management
RevenueManagement
Sales Management
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
• Direct Customers
− Integrate Airline Website
− Streamline Customer Experience
• Travel Agents
− Self-Service Booking
− Manage Groups
− Receive Contract Notifications
• Group Sales Desk
− Manage Key Agency Accounts
− Handle Competitive Scenarios
− Manage Contract Terms
• Revenue Management
− Manage Market Strategies
− POS/POC Simulations
− Process Escalations
− Analyze Group Revenue
• The Airline Business
− Accelerated Deal Closure and Management
− Integrated Business Environment
− Improve Customer Experience
− Building Customer Loyalty
− Increasing Group Traffic
Who Benefits?
The
CustomerThe Analysts
and UsersThe Airline
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
PROS is Leading this Transformation
• Improved booking management
• Real-time evaluation
• Enhanced offer alternatives
• Dynamic and scientific pricing
• Strategic contract policies
• Automatic contract generation
• Web sales interface can support all channels
• Proactive monitoring and alerting
• Single source of information for all departments
• Collaboration between partners and alliances
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.
PROS is Leading this Transformation
• Improved booking management
• Real-time evaluation
• Enhanced offer alternatives
• Dynamic and scientific pricing
• Strategic contract policies
• Automatic contract generation
• Web sales interface can support all channels
• Proactive monitoring and alerting
• Single source of information for all departments
• Collaboration between partners and alliances
Partner A
Partner B
Partner C
Airline Group
GSO
©2016 PROS, Inc. All rights reserved. Confidential and Proprietary.