Responsive
                  to change


The changing environment
E-Day, 5 October 2009
Professionaliteit door kwaliteit                    Be responsive to Change




      “It is not the strongest of the
    ...
Professionaliteit door kwaliteit                                           Agenda


• Brief introduction TSi

• The 6P’s: ...
Professionaliteit door kwaliteit                                           TSi brief history

•   1999: Founded Travel Ser...
Professionaliteit door kwaliteit           6P’s in the changing environment

The challenges today…..
1.Product - The custo...
Professionaliteit door kwaliteit                             The challenges today
4.Personnel
           – Recession, last...
Professionaliteit door kwaliteit




ICT trends in the travel industry

           How to use these to your
         advan...
tagging
     Professionaliteit door kwaliteit
                                                               wiki
        ...
Professionaliteit door kwaliteit                                           What is ICT

• The abbreviation ICT stands for ...
Professionaliteit door kwaliteit                                           What is a Trend?


• A Trend is not a Hype

• A...
Professionaliteit door kwaliteit           From ICT Laws to Trends and Hypes?


The 2 most important “laws” of the ICT Ind...
Professionaliteit door kwaliteit                          From ICT to E-business




Technology
 knowledge                ...
Professionaliteit door kwaliteit
                                           trends resulting from laws (M&M)


1. Moores L...
Professionaliteit door kwaliteit
                                                                    Trend 1: The Long-Tai...
Professionaliteit door kwaliteit                       Trend 1: The Long Tail




          TSi Solutions                 ...
Professionaliteit door kwaliteit                 Opportunities of Longtail


• Opportunities for the travel industry: Stan...
Professionaliteit door kwaliteit            The ultimate content combination
For the longtail it is necessary to be able t...
Professionaliteit door kwaliteit                                   Trend 2: web-2.0
What is web 2.0?

          DIY       ...
Professionaliteit door kwaliteit                                           What is Web 2.0?

This is what the Wikipedia st...
Professionaliteit door kwaliteit                               What is Web 2.0 ?


web 2.0 is all about combining and part...
Professionaliteit door kwaliteit
                                                   Web 2.0 user generated


Web 2.0 is al...
Professionaliteit door kwaliteit
                                                    Web 2.0 user generated


wiki
   – We...
Professionaliteit door kwaliteit
                                                                       Web 2.0 Reviews


...
Professionaliteit door kwaliteit
                                                Web 2.0 rss - notification


RSS (rich si...
Professionaliteit door kwaliteit                                API’s voor Travel 2.0

Web 2.0 is all about combining cont...
Professionaliteit door kwaliteit
                                                          Trend 3: Open Source




Open S...
Professionaliteit door kwaliteit                          Trend 3: Open source


•   Google apps
•   Open office (free alt...
Professionaliteit door kwaliteit
                                                                           Trend 4: VoIP
...
Professionaliteit door kwaliteit
                                                      Trend 4 ICT- Travel Shop



   •   ...
Professionaliteit door kwaliteit                              Trend 4: advantages



• One stop one shop concept ICT
• Cre...
Professionaliteit door kwaliteit           Trend 5: the Semantic Web


Wikipedia definition about Semantic web:

• The Sem...
Professionaliteit door kwaliteit                      “Set policy to innovate”


“How can I adapt my company to the fast c...
Professionaliteit door kwaliteit              “Make the difference & Inspire”

      Embrace Internet , use new technologi...
Professionaliteit door kwaliteit           ..MAKE ICT WORK FOR YOU!

   Make use of modern technology. It offers you ample...
Professionaliteit door kwaliteit


             “We help you to make the difference”

       ……“      Travelport Leisure P...
Professionaliteit door kwaliteit            Professionalism through Quality




                            Thank you for ...
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Presentatie TSi E Commerce

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Presentatie TSi E Commerce

  1. 1. Responsive to change The changing environment E-Day, 5 October 2009
  2. 2. Professionaliteit door kwaliteit Be responsive to Change “It is not the strongest of the species that survives, nor the most intelligent, but the one that is most responsive to change.” - Charles Darwin TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  3. 3. Professionaliteit door kwaliteit Agenda • Brief introduction TSi • The 6P’s: The Travel marketing mix in the changing environment • ICT Trends and how to use that to your advantage TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  4. 4. Professionaliteit door kwaliteit TSi brief history • 1999: Founded Travel Service International with a travel platform for distribution and reservation of holiday houses • 2001: Developed a lastminute databank for package holidays • 2004: the launch of a Travel CRS with full content of over all major Dutch touroperators • 2004 Introduced new trade name : TSi Solutions • 2007: acquired Xentaur websolutions • 2007: acquired full ownership of Objective travel content provider “Toeristiek” from Reed Business and Web@Work from Thomas Cook Netherlands • Currently specialized in a variety of sophisticated tailor-made B2B solutions, Content house and B2B2C (web)products for the travel industry • More than 120 staff in 4 locations: Purmerend, Enschede, Groningen and Poland • More than 1000 customers in the travel industry use one of our products TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  5. 5. Professionaliteit door kwaliteit 6P’s in the changing environment The challenges today….. 1.Product - The customer needs are changing> “One size does NOT fit all anymore “and a more individual approach needed. - Customer is in the driver seat >more demanding 2.Place (or distribution) – internet changed the way of booking and the distribution of products – internet offers access to a broader market> an opportunity as well as a threat >more competition> difficult to be noticed – Traditional travel agency has image problem > the added value is questioned 3.Price - Recession> price sensitivity – Decision to travel postponed> Last minutes, customer wants value for money – Market is more transparent – comparison leads to price driven offers TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  6. 6. Professionaliteit door kwaliteit The challenges today 4.Personnel – Recession, last minute trend, 0 commission on flights, fluid pricing> resulting in lower margins> – Cost saving > reorganisations > productivity to improve but with less manpower – Knowledge, experience, sales skills of travel agency staff under pressure 5.Promotion – Reduction of costs > less marketing spending – In general not enough knowledge of “your” customer > – Promotions not targeted to specific groups > Output of promotions not effective enough – Majority of Retail has online presence, however in Belgium frequently still static or offer a wide range of products with low conversion 6.Proces – Front/Mid and Back office systems not always as efficient as necessary in current times TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  7. 7. Professionaliteit door kwaliteit ICT trends in the travel industry How to use these to your advantage and to address the challenges TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  8. 8. tagging Professionaliteit door kwaliteit wiki ajax twitter collaboration web 2.0 Web 2.0, Semantic web and ICT trends in the travel flickr industry Semantic web blogs hyves communities knowledge sharing podcasts RSS ICT trends social media tagclouds TSi Solutions folksonomy E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  9. 9. Professionaliteit door kwaliteit What is ICT • The abbreviation ICT stands for “Information and Communication Technology. • If we talk about ICT, we mean the exchange of information via different channels and appliances: via (mobile) phone, via internet, via computer networks (intra-extranets), via social networks etc • The last decade, ICT tremendously changed the (travel) industry and ……much more to come • ICT offers new means of communication between you and your customer TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  10. 10. Professionaliteit door kwaliteit What is a Trend? • A Trend is not a Hype • A Trend is there to stay for a longer period and should not be missed • It needs correct timing to implement • There are a lot of trends and often a trend is built upon an existing trend • But sometimes a completely new trend is born TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  11. 11. Professionaliteit door kwaliteit From ICT Laws to Trends and Hypes? The 2 most important “laws” of the ICT Industry – Moore’s Law: (Intel) the complexity of a circuit on chip doubles every 12- 18 months for the same price - exponential decline in costs – Metcalfe’s Law (3-Com): the total value of a network is proportional to the square of the number of subscribers (Seely Brown’s (Xerox) version: the total value of a network is proportional to the square of the number of user communities) TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  12. 12. Professionaliteit door kwaliteit From ICT to E-business Technology knowledge Market Social trends trends ICT scenarios E-business Consequences scenarios for companies Organizational- trends TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  13. 13. Professionaliteit door kwaliteit trends resulting from laws (M&M) 1. Moores Law + Content (selection criteria) possibility to Long Tail in the travel industry. 2. Metcalfe’s Law + content + visitors possibility to travel 2.0 and semantic web in de travel industry 3. Metcalfe’s Law + software developers Open Source and webservices (SOA=service oriented architecture). 4. Moores Law + broadband Telecommunication integration such as VoiP. TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  14. 14. Professionaliteit door kwaliteit Trend 1: The Long-Tail Bestsellers The Theory of the Long-Tail is described (green area) for the first time in 2004 by Chris Anderson The essence of his theory is that products with only few buyers or with limited demand, together could have a bigger share of the industry than the “bestsellers”, as long as the shop or the distribution channel is big enough. niche products and themes The long tail ', the potential of the yellow colored area, is larger than the bestsellers TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  15. 15. Professionaliteit door kwaliteit Trend 1: The Long Tail TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  16. 16. Professionaliteit door kwaliteit Opportunities of Longtail • Opportunities for the travel industry: Stand out from the crowd and direct your attention to specific themes, target groups or niche products (the longtail) • In order to succeed it is essential that you have access to different content types and filter /selection technology in place in order to offer the specific supply to suit the specific target groups . • As TSi, we distinguish 5 content types to be used for segmentation and targetted websites (such as golfsite, diving, fishing, families with children, camping etc) TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  17. 17. Professionaliteit door kwaliteit The ultimate content combination For the longtail it is necessary to be able to use /combine (filtered)content from the different content types Commercial texts and foto’s of Toeristiek objective and touroperators/suppliers. detailed descriptions, searchable criteria and realistic photo’s. Actual package prices, availability and T/O extra’s including booking procedures into T/O backoffice. Actual weather info Google Maps Consumer reviews Photo’s, video’s Unique codes and coördinates make it possible to combine the various content types to an object. TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  18. 18. Professionaliteit door kwaliteit Trend 2: web-2.0 What is web 2.0? DIY do it yourself UGC user generated content PTTP power to the people Most important characteristics: • “do it yourself ” (the user has the power) • collaboration (social software, sharing & community) TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  19. 19. Professionaliteit door kwaliteit What is Web 2.0? This is what the Wikipedia states: • "Web 2.0" is commonly associated with web development and web design that facilitates interactive information sharing, interoperability, user-centered design[1] and collaboration on the World Wide Web. Examples of Web 2.0 include web-based communities, hosted services, web applications, social-networking sites, video-sharing sites, wikis, blogs, mashups and folksonomies. A Web 2.0 site allows its users to interact with other users or to change website content, in contrast to non- interactive websites where users are limited to the passive viewing of information that is provided to them. TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  20. 20. Professionaliteit door kwaliteit What is Web 2.0 ? web 2.0 is all about combining and participating – The consumer publishes – The consumer makes news himself – The consumer tags information – The consumer uses more elaborate search words – The consumer actively participates in social networks – Mash ups (bringing all different sources together) – New technical solutions for software-applications (open source) TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  21. 21. Professionaliteit door kwaliteit Web 2.0 user generated Web 2.0 is also all about “sharing” • via blogs • via wiki's • photo's via flickr.com, Google Panoramics, family albums • video's via youtube • Customer reviews • podcasts & vodcasts (distribution music,-streaming-video, TV on-demand) TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  22. 22. Professionaliteit door kwaliteit Web 2.0 user generated wiki – Website to built and share knowledge purpose – Working together – Knowledge building – (Wikipedia) use the: “wisdom of the crowds”, “million minds approach” but – Who knows what is “the truth”? (subjective) – What about maintenance? • versions • Structure and overview TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  23. 23. Professionaliteit door kwaliteit Web 2.0 Reviews TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  24. 24. Professionaliteit door kwaliteit Web 2.0 rss - notification RSS (rich site summary) – Technique to circulate and distribute (news) messages in a structured way – Technique to selective notification of new messages – You need a desktop or online RSS-reader in which “subscriptions” (i.e URL’s) are being registered. – in the “reader” you can read -summaries of- (news) messages and hyperlink to the respective web pages Used in: – all weblogs offer possibilities to receive new messages in RSS – most wiki’s offer possibilities to be notified via RSS of new additions/changes TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  25. 25. Professionaliteit door kwaliteit API’s voor Travel 2.0 Web 2.0 is all about combining content TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  26. 26. Professionaliteit door kwaliteit Trend 3: Open Source Open Source is no longer just a fringe phenomenon. It is now part of main stream technology solutions TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  27. 27. Professionaliteit door kwaliteit Trend 3: Open source • Google apps • Open office (free alternative of MS Word, Excel, etc) • The market leading web server is Apache • Linux has the second largest market share as web server OS and second server OS. • PHP is the web’s #1 Server-side Scripting Language. • OpenSSH is the Internet’s #1 implementation of the SSH security protocol • Many development tools are open source • The best AJAX technology is in the open source community TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  28. 28. Professionaliteit door kwaliteit Trend 4: VoIP Telephone ISDN30 central Telecommunication software Data netwerk VoIPConnect (IP) TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  29. 29. Professionaliteit door kwaliteit Trend 4 ICT- Travel Shop • IP-VPN • Telephone& Fax • Internet • PIN-over-IP • BTN • Touristic CRS/ Toerisitek • Multi media ContactCenter – ACD, eMail management, webselfservice • CRM • Narrowcasting • Travel agents only need a workstation with browser • Uniform total solutions – Infrastructure, platform, applications, services • Platforms and applications centralize and apply de- centralized TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  30. 30. Professionaliteit door kwaliteit Trend 4: advantages • One stop one shop concept ICT • Creating a virtual organization • Modern software applications available as a service (s.a.a.s. concept) • Uniform solutions for travel agent chains • Cost saving on; – Connectivity, calls , maintenance & support, hardware TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 Blz 30 www.toeristiek.nl
  31. 31. Professionaliteit door kwaliteit Trend 5: the Semantic Web Wikipedia definition about Semantic web: • The Semantic Web is an evolving development of the World Wide Web in which the meaning (semantics) of information and services on the web is defined, making it possible for the web to understand and satisfy the requests of people and machines to use the web content In short, it is allows intuitive searches among all sorts of relevant content. Especially relevance to the search is very important. I.e. The customer expects products and offers relevant to his search. Companies to adopt behavioral targetting. TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  32. 32. Professionaliteit door kwaliteit “Set policy to innovate” “How can I adapt my company to the fast changing environment ? “ • Set policy to innovate • Be responsive to the trends and use them to your advantage • Prove your added value, by using a combination of skilled knowledge, various information sources, travel products and use of sophisticated technological` solutions’. • It is a continued process of learning and making the right innovative choices TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  33. 33. Professionaliteit door kwaliteit “Make the difference & Inspire” Embrace Internet , use new technologies, new distribution possibilities to your best advantage, Focus on added value FROM the perspective of the customer on your websites and in the shops Define USP’s to target specific groups (segmentation) to stand out from the crowd Invest in Customer Intimacy > know your customer and built a personal relationship both online and offline. Offer inspiration > make the dream come true Use Imagineering> You are the “Designer” of his/her dream trip. So LISTEN TO YOUR CUSTOMERS NEEDS and give your customer a voice and let him participate Local hero strategy> be known as best shop in town with high quality service and information. Qualified (local) personnel can make the local difference vs the impersonal internet Invest in sales tactics / skills of personnel, in order to be more persuasive and to improve conversion, AND……. TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  34. 34. Professionaliteit door kwaliteit ..MAKE ICT WORK FOR YOU! Make use of modern technology. It offers you ample possibilities to enhance internal processes. Personnel to have access to sophisticated B2B tools to deliver best possible service and quality levels in a cost efficient way. Make sure your staff has access to honest, objective up to date information about destinations and accommodations, combined with subjective aspects. This is essential to improve customers confidence in and loyalty to the travel agency (both online and offline). Diversify products, Embrace new business models such as merchant models > ultimately Dynamic Packaging of all different travel components and set your own margins TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  35. 35. Professionaliteit door kwaliteit “We help you to make the difference” ……“ Travelport Leisure Platform” Travelport and TSi Solutions “TOGETHER” in partnership to assist you in achieving your goals TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
  36. 36. Professionaliteit door kwaliteit Professionalism through Quality Thank you for your time Any questions? TSi Solutions Purmerend Gorslaan 10 1441 RG Purmerend Tel.: +31 (0)88 - 25 00 000 Fax: +31 (0)88 - 25 00 122 info@tsi-solutions.nl www.tsi-solutions.nl www.toeristiek.nl TSi Solutions E-mail: info@tsi-solutions.nl Gorslaan 10, 1441 RG Purmerend www.tsi-solutions.nl Tel.: +31 (0)88 – 25 00 000 www.toeristiek.nl
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