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Best technology and service to manage your business travel program

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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Best technology and service to manage your business travel program

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  1. Best technology and service to manage your business travel program EXPEDIA CORPORATE TRAVEL

  2. Summary • 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

  3. The Expedia Group includes : 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

  4. Expedia Corporate Travel : France and Worldwide 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!

  5. Expedia Corporate Travel : France and Worldwide 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

  6. A combined approach 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

  7. The highest online rate of the market 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%

  8. A single model in the world Expedia Corporate Other Agencies Online Offline Offline Online ? Website Travel Consultants Website All bookings are the online tool Reporting Analysis

  9. A single model in the world : 2 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

  10. TO SUMMARIZE 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

  11. Our Technology 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

  12. Our Technology 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)

  13. Customer Service 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 !

  14. Customer Service 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

  15. Customer Service 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.

  16. Customer Service Our organization Our additional services Our service quality Delivery Expedia Corporate Travel quality indicators :

  17. Implementation : change management expert 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

  18. Implementation : Methodological Approach 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

  19. Implementation : Pragmatic Approach • 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.

  20. Agency 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

  21. 1 to 3% 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

  22. 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

  23. The Account Manager

  24. Account Manager : actions on online rate What online rate per user ? (travelers and arrangers) How to improve the online booking rate for some user? What is the level of fear?

  25. Account Manager : savings Do your travelers buy at the best price? What travel and why this choice? What is your purchasing global performance? A PROUVED EXPERTISE

  26. Our added value We propose you a large number of services which make us unique...

  27. Multiple references Pharmaceutical Laboratories Perfumes, Cosmetic, Ready-to-wear Retail trades (diverse activities) And many others… Banks, Property Software

  28. The best of technology and service to manage your business travel program EXPEDIA CORPORATE TRAVEL

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