Travel Services When your business runs smoothly, you ll gain travelers loyalty.
From frequent traveler programs to ticketing and reservations, we manage back-end processes so you can grow customer relationships. Our travel outsourcing solutions. Today s travelers are notoriously fickle. You need to work harder to win them over, which can be costly if you don t do it right. Couple this with the fact that airlines, car rental companies, hotels and cruise lines are facing increased competition from global providers and new entrants. This limits your ability to raise prices to match cost increases. Luckily, we can help you reduce costs, better serve customers and increase profitability. Businesses have long realized that focusing on core competencies is the key to reducing operational costs, delivering value, and gaining a competitive advantage. As a world-class travel outsourcing partner we manage non-core services for global travel service providers, offering comprehensive customer care and travel document solutions. Recognizing that these functions are essential but a serious drain on your resources, we assume the day-to-day tasks to help streamline operations. As your partner, we turn non-core business processes into profit-enhancing opportunities for you giving our clients the freedom to focus on their real business. We provide a full suite of integrated service offerings. 2
Airline Car Rental Cruise Sales Inbound and Outbound Sales Reservations / Ticketing Cross-sell / Up-sell Packages Insurance Attractions Tours Additional Products and Services Customer Care Core Service Support First Contact Resolution and Escalation Frequent Traveler Requests Social Media Multi Channel Analytics Documents and Data Mailroom Image / Data Capture Data Entry Data Conversion Workflow Automation Queue Management Web Portals Payments Loyalty Programs Enrollment Profile Changes Redemptions Special Services Renewals Social Media Web / IVR Support Chat and email SMS / Text Call Segmentation Self Service Opportunities Competitive Strategies Channel Shifts LOB Feedback.com Analysis Hospitality Lead Generations Contract Renewals Post-sale Follow-up and Service Refunds Exchanges Cancels Debit Memos Cargo Schedule Changes We offer tremendous scale and experience, to help you improve your business. Xerox has partnered with travel providers for over 20 years delivering reliable solutions in over 30 countries. We consistently achieve results for our clients, performing beyond expectations. This experience as a leading travel industry care and fulfillment outsourcer strengthens profitability through lower costs, streamline operations, and improved accuracy, quality and productivity. We understand that staying one step ahead in the rapidly changing travel market is critical to your success as the industry evolves. 3
Our travel services in action. Our current clients include industry leading airlines, travel agencies, car rental companies, hotels, and cruise lines. Our customized solutions often blend domestic brick and mortar contact centers with a combination of home agents, global facilities, and innovations in technology. Client Challenge Solution Results Large Hotel Chain Leading On-line Travel Agency Major Airline Eroding corporate revenues High cost/low functionality legacy operations Forecasting unpredictable: events and seasonality Lost revenue opportunities due to a lack of true selling expertise Ongoing challenge of order takers not converting on cruise sales calls Unable to find agents who were proficient in selling cruises in a consultative, professional manner Sub-optimal agent performance and call volume forecasting, reactive leadership and process development Needed full spectrum partner to handle everything from employee staffing, training, quality monitoring and systems development Channel shift more calls to self -service without sacrificing customer service Implemented forecasting and workforce tools to manage unpredictable volume fluctuations Incorporate call center best practices to re-engineer daily operations and optimize technology Introduce Expression of Satisfaction into the quality process, pushing higher customer loyalty Developed the creative and resultsdriven Personal Cruise Consultant (PCC) model High-end, consultative sales professionals Effective commission plans based on a direct percentage of revenues booked Branded contact center to replicate corporate offices and aircraft décor Developed online learning modules including corporate culture and brand training; reduced training by 2 weeks Blended agent solution: 60 percent onsite, 40 percent home-based Single-platform, multi-channel routing system distributes calls to cross-trained agents in any location. Virtual hold solution, guest call back Customized analytics provides insight into inquiries received, enabling client to develop self-service options Cost savings of 8% Achievement of all service level agreements (SLAs) Forecast to actual volume difference within 5% Improved sales conversion rate Maintained high quality performance 20% increase in revenues Increased up-selling and crossselling Improved all key service metrics Personalized consultative sales and service Increased repeat guests and referrals Reduced Agent Handle Time (AHT) by 30 percent 80 percent reduced agent attrition 26 percent increased quality 10 percent improvement in agent productivity; upward trending 9.5 percent gain in the accuracy of forecasting monthly call volumes Improved back-end loyalty program processing Inquiries went from months to a couple days 4
About Us Since the invention of Xerography 75 years ago, the people of Xerox have helped businesses simplify the way work gets done. Today, we are the global leader in business process and document management, helping people be more efficient so they can focus on their real business. Headquartered in Norwalk, Conn., United States, more than 140,000 Xerox employees serve clients in 160 countries, providing business services, printing equipment and software for commercial and government organisations. Learn more at www.xerox.com. Our Differentiators Your brand identity Integrating your corporate vision and mission into our best practices Flexible production model and support Call center consolidation and optimization Supplemental services augmenting existing operations On-shore, near-shore, and off-shore delivery options Brick-and-mortar facilities and home agent programs Global capabilities from call centers facilities worldwide Leverage emerging labor arbitrage Multi-language capabilities Dynamic access to online performance reports, call and desktop recording Operational excellence and strong quality control measures Achievement Based Compensation (ABC) Strategic Business Units (SBUs) PMO process and Six Sigma Security and confidentiality best practices Technology and innovation investments World-class infrastructure Integrated client innovation methodology and forums Global research centers Our success is demonstrated in the following: 20 years of travel industry experience Service 13 major domestic and international airlines customers and their subsidiaries Service two of the top three hotel companies Service two major car rental companies Service two major on-line travel agencies 180M travel revenue accounting transactions processed annually 75M air cargo waybill, claims and package delivery transactions processed annually 500K frequent flyer transactions processed annually 600K airline accounts payable invoices processed annually 500K web portal transactions processed annually For more information on how we help leading travel companies, visit www.xerox.com/services or call 1-800-ASK-XEROX. 2013 Xerox Corporation. All rights reserved. Xerox and Xerox and Design are trademarks of Xerox Corporation in the United States and/or other countries. BR8532