Helping Travelers Experience the ‘Total’ Journey
The Pre-travel
Experience
- Booking Queries
- General Queries
- Change and Cancellations
- Website Assistance
- Special Service Requests
- OTA Helpdesk
The Post-travel
Experience
- Refund Requests
- Complaint Management
- Expense Management
- Claims Management
- Chargebacks
- VOC Survey Support
Customer Insights and
Analytics
- Hyper-personalized Customer Segmentation
- Campaign Management
- Loyalty Management
- Social Media, Speech and Chat Analytics
- SEO / SEM
High-impact Outcomes Delivered
- 87% improvement in turnaround time for the social media service desk of a large OTA
- 48% improvement in Net Promoter Score (NPS) for a leading European OTA
- 48% reduction in fulfillment transactions for a European OTA
- 20% reduction in abandoned calls and 23% of client requests deflected to e-mail channel for a leading US-based OTA
Synchronizing Operations for Seamless Experiences
Travel Operations
- Billing and Refunds
- Fare Filing and Distribution
- Helpdesk – Fares
- Knowledge Portal Support
Technology
- Technical Helpdesk
- AI, Automation, Robotics
- ERP and CRM Platforms
- Mobility and Access
Fulfillment Support
- Credit Card Transactions
- Rate Validation and Loading
- Schedule Changes
- Ticketing
- Content Management
- Rate Parity Low Fare Search
Shared Services
- Bid Management / RFP and RFI Support
- Data Management
- Learning Management
- Service Management
- Payroll Services
- Quality Assurance
- Resource and Talent Management
- Procurement Support
- MIS and Reporting
High-impact Outcomes Delivered
- 50% productivity improvement through automation for a European tour operator
- USD 31.8 Mn annual savings in guest relocation costs for a global OTA
- 5X ROI delivered by RePAX for a North American travel consolidator
Driving Profitability Through Sustainable Revenue Models
Revenue Optimization
- Revenue Operations and Management
- Cross-sell and Upsell
- Ancillary Revenue Maximization
- Demand Forecasting
- Inventory Optimization
- Booking Materialization
- Pipeline Performance
- Account Management
Business Insights, Analytics and Center of Excellence (CoE)
- Commercial Planning
- Revenue Performance Analytics
- Pricing Analytics
- Sales Analytics
- Market Share Analysis
- Product Mix Insights
- Customer Insights
- Contract Analysis
- Margin Analysis
- Supplier / Vendor Analysis
Sales
- Bookings and reservation – Voice, E-mail and Offline Sales
- Group Bookings
- Holiday Packages
- Payments
- Corporate Sales
- Lead Management
- Outbound Sales
High-impact Outcomes Delivered
- 30% higher sales conversion through business and operational insights for a Nordic OTA
- 40% improvement in sales conversion for North American OTA
- 15% additional revenue through a Sales Center of Excellence for a leading US-based OTA
- 96% agent retention and 10% reduction in call abandonment for a leading US-based OTA
Maximizing Financial Controls, Minimizing Risk
Integrity and Audit
- Financial Leakage Analysis
- Credit Card Reconciliation
- Invoice Audit and Recovery
Source-to-Pay
- Direct Operating Cost Management
- Hotel Settlements
- Supplier and Media Partner Settlements
- Refund Claims
- Analytics – AP and Reconciliation, Travel and Expenses, Vendor and Tail Spend
Record-to-Report and Decision Support
- Reconciliation – Airline, Car, Hotel, Cruise, Destination Management Companies, Airline Reporting Corporation / Bank Settlement Plan and ‘Own’ Sales
- Analytics – Direct Operating Cost Variance, Route Profitability, Special Prorated Agreements, Travel Package and Product Profitability, Traveler Segment, etc.
- Agency Sales Performance
- Actual and forecasting- traveler revenue
Book-to-Cash
- Commission Audit
- Revenue Recovery and Protection
- Loyalty Program Accounting
High-impact Outcomes Delivered
- USD 11 Mn client benefit achieved through increased sales revenue for a North American OTA
- GBP 5.1 Mn in savings by eliminating duplicate payments for a leading European tour operator
- 10% improvement in credit card-based fraud detection, and significant improvement in fraud detection and prevention systems for a US-based OTA
Transitioning to a Net-Zero Tomorrow
Achieve Carbon
Neutrality
- Identify steps to reduce carbon footprints 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 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
- Modernization in a fiscally prudent manner to reduce carbon footprint
- Improve customer awareness in sustainability initiatives
Delivering Multi-dimensional Business Value
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
- Business Intelligence Strategy
- Data Governance Strategy
F&A Advisory
- Revenue Accounting Consulting
- Financial Performance Benchmarking
- Financial Process Consulting
High-impact Outcomes Delivered
- 15% improved customer satisfaction and maximized revenue for a leading OTA
- ~20% cost reduction by revamping relocation process for a global OTA