September, 2013
September, 2013 Travelbook is an Online Travel Agency (OTA) Booking Engine Development •2010 Contracting of Hotels & Services E-Marketing Campaign •2013 •2011 Sales Operation •2012 Responsive Website Booking Engine CRM Travelbook Widget Extranet – Multibooking Reporting Mobile App VOIP - Chat Responsive - Website Travelbook.com.mx has been developed with a strong focus on the user. The site is tested daily in order to ensure a user-friendly experience. Below are some of the features. Auto Complete Voice Dictation Live Chat Service Filters Automatic Promotion look-up Additional Service Options Secure Server – 128 SSL Bit The Travelbook booking engine notifies all parties in real time: Sales Manager Reservations Manager Sales Staff Accounting Product Management Hotel or Service Hotel or Service Travelbook Travelbook Travelbook Notifications come in through our multibooking system and backed up with an email notification. Lead source identification Lead assignment Record of every request made on our system through each of our available communication methods. Record of sales history and preferences for succesful customer engagement. Our multibooking system allowes real-time creation and editing of Hotels & Services. Our system is updated by both Hotel & Services staff as well as our team to ensure the latest in availability, rates and promotions. Our multibooking system has seperated itself from the rest with its easy-to-use look and feel. Our system has Rate Tiger capability for large resort chains which only work though MDS. We currently have an Android APP which is being used in tablets located in some of the Sunset World’s rooms. It has resort information as well as tour booking capabilities through Travelbook. The upcoming launch of our Android and IOS mobile applications this December will make us the first and only online travel agency in Mexico to cater to both markets. Our VOIP technology permits us an accurate measure of customer satisfaction, thus enabling us to provide a level of service for which we want Travelbook to be known. Mexico USA Central America Caribbean South America • 1,100 online • 1,600 agreements • 50 online • 150 agreements • 0 online • 250 agreements • 50 online • 350 agreements • 0 online • 150 agreements 1,100 online 1,600 agreements USA Central America Caribbean South America • Mexico • USA • Central America •(Belize, Guatemala, Honduras, El Salvador, Nicaragua, Costa Rica, Panama) • Caribbean •(Bahamas, Colombia, Cuba, Dominican Republic, Haiti, Puerto Rico, etc.) • South America •(Brazil, Colombia, Argentina, Peru, Venezuela, Chile, Ecuador, Bolivia, Paraguay, Uruguay) Mexico •450 online •600 agreements The implementation of online flight booking has been in process since 2012, and is programmed to be completed in October of this year. Currently, flights can be booked via our Contact Center. Our technology will enable us to have direct negotiations with airlines for better pricing as well as to include low-cost airlines worldwide, thus allowing us an advantage over our competition. Solomon Arroyo Edgar Osorio Melvin de la Rosa David Zambrano José Romero IT Francisco Rodriguez IT Haydee Arenas Sales Content IT Marisela Avila Sales Content IT Pablo Ceballos Sales IT Lorenzo Garcia Sales IT Jorge Alcocer Sales Product Sales Product Sales Ana Batista Sales Content SEO Javier Ek SEM User Friendly Accounting Accounting Week 1 • Travelbook Introduction Week 2 • Product Knowledge Week 3 • Product Knowledge Week 4 • Scripts, etiquetas y procedimientos Week • Ensayos, prácticas y evaluación Week • Llamadas de servicio guiadas All incoming and outgoing calls to our Contact Center are recorded and stored. A sample of calls are listened to by our Quality Control team who uses a “Quality Format” in order to assign a score to each representative. Our QC team visits the Contact Center weekly in order to provide each agent with feedback. Our QC scores are uploaded to our internal website. To be recognized by our customer service before, during and after a booking as well as to be recognized by the easiness of our procedures. Values Vision Mission To offer a quality experience to customers who reach our Contact Center. KNOWLEDGE COMMITMENT PASSION SYMPATHY ACCESIBILITY
© Copyright 2024