Enhancing Customer Affinity and Loyalty
The Pre-travel
Experience
- Booking Queries
- General Queries
- Change and Cancellations
- Website Assistance
The Post-travel
Experience
- Complaint Management
- VOC Survey Support
Customer Insights and
Analytics
- Hyper-personalization
- Loyalty Management Analytics
- Content Management
- Speech Analytics
- Social Media Analytics
- Chat Analytics
High-impact Outcomes Delivered
- USD 500 Mn increase in campaign revenues for a global hotel chain through personalization of the marketing program
- 12% reduction in member attrition for a leading global hotel chain
- 4% increase in member registration for the loyalty management program of a global hotel chain
- 22% increase in revenue per website visit for a leading hotel chain
Digitally Empowering Operations for Maximum Efficiency
Travel Operations
- Airport Operations
- Fare Filing and Distribution
- Cargo Operations
- Fare Filing and Distribution
- Flight Firming
Technology
- Technical Helpdesk
- AI, Automation, Robotics
- ERP and CRM Platforms
- Mobility and Access
- Data Engineering
Fulfillment Support
- Credit Card Transactions
- Rate Parity, Validation and Loading
- Schedule Changes
- Content Management
- Revenue Integrity
Shared Services
- Loyalty Management Services and Admin Support
- Payroll
- Quality Assurance
- Resource and Talent Management
- Workforce Management
- MIS and Reporting
- Procurement
- Bid Management
High-impact Outcomes Delivered
- 26% improved productivity through process redesign for a global food services and hospitality company
- USD 5 Mn incremental revenue and 11% increase in direct channel bookings for a global hotel chain
- USD 773,000 saving of OTA commission for a global hotel chain through enhanced direct channel bookings
Driving Increased Revenue and Improved Margins
Revenue Optimization
- Revenue Management
- Direct Channel Optimization
- Cross-sell and Upsell
- Ancillary Revenue Maximization
- Demand Forecasting
- Inventory Optimization
- Booking Materialization
- Total Revenue Optimization
- Pricing Strategy
Business Insights, Analytics and Center of Excellence (CoE)
- Commercial Planning
- Revenue Performance Analytics
- Pricing Analytics
- Sales Analytics
- Segment Mix
- Distribution Mix Insights
- Product Mix Analysis
- Total Revenue Insights
- F&B Insights
- Customer Insights
- Booking Pace
- Competitor Insights
- Rate Monitoring
- Corporate RFP Analysis
Sales
- Voice, E-mail, Chat
- Click-to-Call
- Lead Management
- Outbound Sales
- Group Bookings
- Corporate Bookings
- Holiday Packages
- Payments
- Account Management and Requests for Proposals
High-impact Outcomes Delivered
- USD 5 Mn incremental revenue and 11% increase in direct channel bookings for a global hotel chain
- 94,000 direct channel bookings generated for a leading hospitality company during a campaign
- USD 773,000 of OTA commissions saved by leveraging direct-channel bookings for a global hotel chain
- USD 486 Mn incremental annual revenue delivered by deploying predictive analytics for a leading hospitality chain
Enhancing Financial Performance and Business Standing
Integrity and Audit
- Financial Leakage Analysis
- Invoice Audit and Recovery
Source-to-Pay
- Source-to-Pay Activities
- Direct Operating Cost (DoC) Management
- Hotel, Media Partner and Supplier Settlements
- Analytics – Accounts Payable and Reconciliation, Travel and Expenses, Vendor and Tail Spend
Record-to-Report and Decision Support
- Record-to-Report Activities
- Analytics – DoC Variance, Route Profitability, Special Prorated Agreements, Travel Package and Product Profitability, Traveler Segmentation
- Reconciliation
Book-to-Cash
- Book-to-Cash Activities
- Rate Loading
- Loyalty Program Accounting
High-impact Outcomes Delivered
- 5.5 Mn Euros savings delivered in annual operating costs for the world’s largest bed bank through RPA initiatives; DSO improved from 24 to 16 days
- 43% productivity gains for a global leader in food and hospitality services
Crafting Responsible Travel Experiences
Achieve Carbon
Neutrality
- Identify steps to reduce carbon in daily operations – such as route, SKU mix, fleet and fuel optimization, building management systems and vendor assessments
- Assess past performance in carbon reductions and dynamic forecasting of future impact
- Partner with greenhouse gas (GHG) reduction- specialists to enable airlines achieve carbon neutrality
Design and Execute
Omni-channel Marketing Strategies
- Responsible travel campaigns
- Brand improvement initiatives
Other Focus Areas
- Reduction of reliance on fossil fuel and cost-effective transition to Sustainable Aviation Fuel (SAF)
- Insights on investments in disruptive propulsion technologies such as hydrogen and electric
- Modernization of the current fleet in a fiscally prudent manner to reduce the airline’s carbon footprint
- Analysis and insights on structural changes to reduce aircraft weight
- Improve customer awareness in airlines’ sustainability initiatives
Providing an ‘Always-on’ Competitive Edge
Process Re-engineering
- Value Stream Mapping
- Process Consolidation and Optimization
- Intelligent Process Automation Design
- Analytics-driven Process Innovation
Business Excellence
- Network and Fleet Management Strategy
- Commercial Strategy
- Enterprise Performance Management
- Net Zero and ESG Strategy
- HR Consulting
Technology Consulting
- Enterprise IT Strategy
- Application Portfolio Assessment
- Passenger Service System Selection
- New Tech – AI / ML, Blockchain, AR / VR
Digital Transformation
- CX Strategy Design
- Digital Marketing Automation
- Digital Asset Diagnostics
- Loyalty Strategy and Advisory
Data Advisory
- Enterprise Architecture Design
- Big Data Consulting
- Cloud Strategy
- BI Strategy
- Data Governance Strategy
F&A Advisory
- Revenue Accounting Consulting
- Financial Performance Benchmarking
- Financial Process Consulting
High-impact Outcomes Delivered
- USD 2 Bn incremental revenue through customer experience strategy and re-engineering for a global hotel chain