Best technology and service to manage your business travel program
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Best technology and service to manage your business travel program. EXPEDIA CORPORATE TRAVEL. Summary. Our Group : Expedia Inc. Expedia Corporate Travel Our approach Our me ans 1/ Technology 2/ C ustomer service 3/ Implementation & change management

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Summary program

  • Our Group : Expedia Inc.

  • Expedia Corporate Travel

  • Our approach

  • Our means

    1/ Technology

    2/ Customer service

    3/ Implementation & change management

    4/ Savings levers and costs optimization

    5/ Account Management

  • Our added value

  • Our references


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The Expedia Group includes : program

Expedia.com®, hotels.com®, Hotwire®, Expedia® Corporate Travel, TripAdvisor™ and Classic Vacations® . The Expedia companies are also present abroad in Canada, in Europe, in Australia and in China thanks to its investments with eLong™

Our GROUP : Expedia Inc. Travel and Technology

  • The world’s leading online Travel service

  • Offer its business and leisure customers, tools and information facilitating their searches, projects, bookings and travels.

  • 3rd world travel agency in 10 years

  • 16 billion dollar turnover

  • Private hotel database management

  • Head office in Seattle, USA

  • For further information : www.expediainc.com


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Expedia Corporate Travel : France and Worldwide program

Background

  • 2000 : Setting-up in France under the name Egencia

  • 2001-2003 :Acquisition of business travel agencies in United Kingdom and Belgium

  • 2004 :Egencia is acquired by Expedia Corporate Travel

  • 2006 : Setting-up in Germany

  • 2007 :Setting-up in Spain, Italy and China

Our locations

  • Europe headquarters : Paris – World headquarters : Seattle, USA

  • Locations in the world : United States, in Canada and in China since November, 2007 !

  • Locations in Europe : France, the United Kingdom, Germany, Belgium, Spain and Italy.

Our next setting-up for 2008:

Switzerland, Netherlands, Ireland and Scandinavia!


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Expedia Corporate Travel : France and Worldwide program

Some figures

  • 1200M€ budget travel in 2007

  • 1500 customers companies in Europe, including 800 in France

  • + 40% growth per year

  • Online Booking average rate for our customers : 72 %

  • 5 to 25% savings

  • A 30.000 hotels database in the world

  • Our identity

  • Genetically Online

  • Constant innovation

  • Technology, service, products and men combined

  • Expertise in change management

  • Cost savings : ticket price, travel agency, cost of process


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A combined approach program

Online Booking tool

Customer Service

+

  • 120 travel consultants in France

  • Support for online booking

  • Manage your complex trips

  • Average 72 % online booking rate

  • We commit on your online booking rate

Account Manager

  • Ensure quality of service

  • Act on online rate

  • Maximize savings


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The highest online rate of the market program

Expedia Corporate Travel has this average online rate thanks to:

  • Fast, easy-to-use online travel booking tool

  • Online and offline bookings are synchronized

  • Support for customers: know and equips

100%

Expedia Corporate Travel

Average

80%

96%

60%

72%

40%

Market

Average

20%

5-10%


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A single model in the world program

Expedia Corporate

Other Agencies

Online

Offline

Offline

Online

?

Website

Travel

Consultants

Website

All bookings are the online tool

Reporting

Analysis


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A single model in the world : program2 entry flows, 1 exit flow

Arrangers and

travelers

Travel consultants

email, call

Online

Offline

Website

  • Users profiles

  • Travel policy

  • Prices display

  • Negotiated agreements

  • Analytical imputations

  • Delivery address

  • Corporate Card and other means of payment

Confirmation

Approval

Issuance

Billing

Reporting

Analysis

The travel policy : 100% guaranteed


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TO SUMMARIZE program

A constant service :

  • Arrangers/travelers and travel consultants use the same platform for bookings

  • Travel consultants use the online booking tool to : book, issue, deliver and bill

  • The same team handles a 100 % of the online and offline bookings

Same process for 100% bookings (Online and Offline)

  • For arrangers/travelers : Information related to the traveler are always taken into account

  • For Purchase : Travel policy and suppliers agreements are automatically integrated

  • For Accounting : Imputations and means of payment are saved in the tool

One workflow = one responsibility

  • Total control of the tool allows to commit on an adoption rate

  • One workflow to guarantee the commitments


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Our Technology program

The Expedia Corporate booking tool integrates

the best technologies available on the market

AIR

Amadeus (negotiated prices)

Low cost (70)

Booking

website

+

=

Technology

+

Developments

TRAIN

Expedia Engine System

SNCF.COM via Ravel

Hotel GDS(negotiated hotels)

Hotel.com

(Expedia Corporate base)

HOTEL

+

Résacar

(negotiated prices)

CAR RENTAL

+

WWTE


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Our Technology program

An exhaustive search tool

  • 1st corporate travel marketplace

  • 30.000 hotels database in the world, Expedia Corporate negotiated prices

  • Exclusive contents

  • Exclusive functionalities :matrix to view lowestfares availableby level of constraint and cabin class, possibility to put on hold the ticketing date…

An open tool owned by Expedia Corporate

  • Owner of he tool we can control, improve, innovate and make specific developments constantly.

  • Ability to connect with third-party tools (expenses management, e-invoicing, travelers security)


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Customer Service program

Our

additional

services

Our organization

Delivery

Our

service

quality

An organization well structured...

  • More than 120 high skilled travel consultants

  • A team is made up of 6 to 7 travel consultants with a Manager

  • Teams are dedicated or semi-dedicated to a company

  • 4 Customer Service in France: Lille, Paris, Lyon and Marseille (European call center)

  • Opening hours: 9 pm to 7 am, Monday to Friday

... for a personalized service and monitored technology

  • A direct line and an e-mail box dedicated to your travelers

  • Calls to your Travel Consultants team

  • Calls overflow : manage by an other team

  • travel consultantsmissions :

    - advise and book your most complex trips

    - support for online bookings

Bookings made by phone or email with our travel consultants are synchronized on your online booking tool and online bookings are checked by travel consultants !


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Customer Service program

Our

additional

services

Our

organization

Delivery

Our

service

quality

"FREQUENT TRAVELERS"

  • The VIP service

    A dedicated team with 7 high skilled travel consultants for your company management or frequent travelers of your company. This up-market service is delivered with highest level of confidentiality.

  • The 24/7 Service

    Service provided by our partner Aéro 24 to answer your travelers requests after the Customer Service opening hours

More Services

  • Meetings and incentives

  • Dedicated team to handle groups (more than 9 people) including meetings and incentives. Support of air bookings, train, hotels, diverse services...

  • Leisure travel / short break

  • Passport and Visa


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Customer Service program

Our

organization

Our

additional

services

Our

service

quality

Delivery

  • Electronic ticket : RECOMMANDED

  • We promote e-ticket whenever it’s possible for you train and air bookings

  • E-ticket can be delivered until 3 hours before departure. For train bookings; you can take your ticket at any time at all electronic machines available in railway stations. You just need your Name and File number.

The paper ticket :

  • When the delay between issuance and departure allows it (to J-3 before 12 am), delivery by Distinguo Letter (The Post office) for France (till the end March 2008)

  • Delivery by courier from the customer services of Paris, Lille, Lyon, Marseille and Nantes

  • Delivery by Chronopost, D+1 to 13 days for urgent demands in the rest of France.


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Customer Service program

Our

organization

Our

additional

services

Our

service quality

Delivery

Expedia Corporate Travel quality indicators :


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Implementation : change management expert program

We help you manage the change

A unique experience of the integrated Online and Offline solutions implementation

  • More than 25 million euros travel budgets implemented per quarter in France

  • Successful implementations with big customers

  • More than 800 successful organization migrations in France for 5 years …

AN ACKNOWLEDGE EXPERTISE


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Implementation : Methodological Approach program

1

2

3

4

5

1/ Information

2/ Website setting-up

3/ Training

4/ Follow up

5/ Account Management

  • Air contracts, train…

  • Travel policy

  • Approval workflow

  • Travelers profiles

  • Travel policy’s integration

  • Suppliers contracts integration

  • Travelers profiles implementation

  • Users’ training in booking tool

  • Travel Management presentation training to Travel Director

  • Calls monitoring


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Implementation : Pragmatic Approach program

  • Expedia Corporate Travel is different with:

    • A relevant and personalized diagnosis of the situation: clear objectives, adaptation of our methodology

    • Its pragmatic approach of change: we help manage the change by meeting each user (Travel Directors, travelers, arrangers…)

    • Our Values which contribute to projects success :

COMMUNICATION AND IMPLICATION

BE ATTENTIVE TO CUSTOMERS

User communication is a key of success for change with the following objectives :

  • Tell and clarify the objectives to all users

  • Inform them step-by-step about the process

  • Explain the new travel policy and ensure everybody understand the changes.


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Agency program

Cost

Indirect

Costs

Maximizing Savings on your Travel Budget

Reduce indirect costs

Optimizing agency cost

  • Speed and ergonomics

  • E-invoicing

  • The more the Online rate rises, the more the agency cost decreases

  • Commitment on an online rate

Reduce costs by value and volume

  • Transparency and Exhaustiveness

  • Guilt effect: the most cheaper price at the head of gondola

  • Guide traveler in complexity

  • Apply systematically travel policy (On and Off approvalprocess),

  • Reporting and Account Management: Anticipation

  • Suppliers negotiation

T&E Budget

Air + Train + Hotels + Cars

COSTS REDUCTION


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1 to 3% program

5 to 25%

Delivering Online Adoption

Up to 50% savings opportunity on your Travel procurement cost

5 to 25% potential cost savings

12 to 20%

Customer Behaviour Management

Driving change behaviour can deliver 15% to 25% reduction in Average Ticket Price

1 to 5%

Strategic Sourcing / Consultancy

Opportunity to deliver optimum savings by combining and applying strong spend management practices and stakeholder management

Indirect costs reduction

Year N budget

Year N+1 budget

Maximizing Savings on your Travel Budget


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40% 50% 60% 70% 80% 90%

Online Rate

Savings amount on ticket booth

time

Agency Cost

Optimize costs

Expedia Corporate Travel makes commit on YOUR online adoption rate

(we define it before implementation).

COSTS REDUCTION



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Account Manager : actions on online rate 80% 90%

What online rate per user ? (travelers and arrangers)

How to improve the online booking rate for some user?

What is the level of fear?


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Account Manager : savings 80% 90%

Do your travelers buy at the best price?

What travel and why this choice?

What is your purchasing global performance?

A PROUVED EXPERTISE


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Our added value 80% 90%

We propose you a large number of services which make us unique...


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Multiple references 80% 90%

Pharmaceutical

Laboratories

Perfumes, Cosmetic,

Ready-to-wear

Retail trades

(diverse activities)

And many others…

Banks, Property

Software


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The best of technology and service to manage your business travel program

EXPEDIA CORPORATE TRAVEL


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