Demonstration of Corporate Management Services profile
Demonstration of Corporate Management Services profile
Presentation December 2008
Table Of Contents 1. Overview 3. "XYZ" Branches 6. "XYZ" Corporate Policy 7. "XYZ" Services 2. Airline productivity in 2008 4. Company Philosophy 5. "XYZ" Communications 8. Performance Evaluation
Table Of Contents 9. Travel procedures 11.How is "XYZ" Different 14.Sample of Corporate Events 15.Extract of Conferences 10.Keys to "XYZ" Success 12. Types of "XYZ" Accounts 13. Extract of XYZ Top Accounts 16. Conclusion
“ "XYZ"” , a joint stock company was founded in 1988, and is both IATA& ASTA accredited.
“ "XYZ"” serves a diverse base of customers through offices in Egypt, Dubai and Los Angeles , CA. Among the top Corporate Management agencies, “"XYZ"” is a recognized leader in full-service travel providing services to corporations and individuals in business and leisure travel, group and meeting travel, airline fares, diverse tourism services.
The core strength of the company stems from the professionals who drive the service. They have the imagination to think bigger, the determination to try harder and the conscience to care more.
“ "XYZ"” Senior Management is committed to customer satisfaction and knows how to deliver it! In relating to the customer.
"XYZ" treats each account as if they were their only one.
“ "XYZ" is founded on the philosophy that mutual growth and satisfaction is best accomplished by building a strong partnership with their accounts. They understand their customers’ needs while truly caring about their budget considerations
“ "XYZ"’s vision is to grow to a multi-million value business in Egypt, becoming the leading national provider of full travel service needs to the major corporate players in the market.
b) Mission Statement:
Dedication and commitment to the highest quality of customer service delivered with a sense of warmth, friendliness, individual attention, pride and company spirit.
Offer the best personalized customer service in the market
“ "XYZ"” is committed to satisfying the travel needs of its corporate customers by maximizing value while minimizing their travel costs.
The benefits the corporate customers receive include :
An experienced dedicated Account Manager empowered to take action in all aspects
Consultation in setting AB goals to control of one of their largest business expense items
Personalized reservation and ticketing services by senior travel agents for air, hotel, car and ground arrangements which ensure compliance with the corporate account travel policy guidelines while providing the best possible service to its employees
Unbiased, full and complete explanation of regulations, rules, terms and conditions, including available options
"On the spot" problem solving for situations created by airline missed flights or connections, tour or hotel modifications or cancellations
“ "XYZ"” provides Visa services, Visas are always subject to Embassies’ regulations, ““"XYZ"”” will not bear any responsibility as regards as rejecting the issuance of visas, any security/ Customs problems related to individuals or whom the service or assistance is rendered.
“ "XYZ"” will provide regular updates on visa requirements and all necessary documents requested from consulate sections as soon as they become available.
Handling charges per case may vary according to specified requirements by the consulate for each case separately: (In addition to the original fees for visa requested by the consulate)
Group Bookings and Social events/ and Organizing Leisure trips:
“ "XYZ"” has managed to handle a large number of group events both locally and internationally “"XYZ"” has always been successfully tailoring travel packages for individuals and groups.
” "XYZ"” handles all logistics and planning for Corporate meetings or events. From bringing in your top executives or board of directors, to chauffeuring your guests to a special event, one call to “"XYZ"” can handle all your arrangements.
CORPORATE INCENTIVES: Our staff can help you customize a unique package for your best employees or top customers that will remind them of your appreciation for a long, long time.
Travel Procedures Business Request Complete Authorization Form Obtain necessary Approvals Submit approved Forms "XYZ" to do Necessary action All documents Delivered to traveler/ Signature on receipt travel
“ "XYZ"” periodically the performance of its personnel in charge of the account
A special Email :is assigned for your comments
Travel surveys, reports and customer satisfaction questionnaires are forwarded to figure out the process of handling the service.
“ "XYZ"” acting on behalf of you regarding any problem that might occur, in addition to filing complaints and follow-up on all related correspondences
The complaint channel and the correction of the problems are shown in the next diagram
At “"XYZ"” keeps an individualized client profile on its data base for each passenger to ensure every passenger’s needs are met and satisfied (Choice of seats, meals, airline, mileage program etc…) using an in-house software and Amadeus. The forms will be passed on to you
Complaint Channel (Diagram A) Complaint Rep.’s Supervisor Administration Manager Check Complaint No action: Explanation letter Will be sent Not Justifiable Valid Take action Against the employee Compensation Based on nature Of Complaint. Apology letter sent Correct problem So will not be repeated
Keys to success "XYZ" Success Positive attitude Best Customer service Well trained staff Continuous Innovation
“ "XYZ"” has remained flexible in its approach to service because companies differ in their structure and culture.
24 hour emergency reach-out system
Personalized service to accommodate each traveler needs individually
Consistently creates new added-value for the business-year after year
Treats the personal leisure travelers with white gloves
Offers more value for the travel budgets than ever before
A travel desk with multilingual agents.
Computer-maintained customer profiles to insure that all travel requirements are met.
Transparency and business discipline in the customer relationship function
Access to global best-accepted practices in fare quoting and customer relationships
Information and documents security and safe handling are given the highest priority
All information on individual transactions can be available and accessible at all times
A defined quality control program is put in motion which includes both active& passive KPIs. Active KPIs are metrics measured pro-actively like “secret shoppers”, or call monitoring. Passive KPIs are those metrics taken directly by the Automatic Call distribution during and after the calls
Types of accounts handled Industrial Food& beverage Manufacturing Technology Petroleum Banking Pharmaceuticals Consultants Services An extract of the top accounts is mentioned on the next slides