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Customer Communication Solutions Tmc 2010 Apm V2
Customer Communication Solutions Tmc 2010 Apm V2
Customer Communication Solutions Tmc 2010 Apm V2
Customer Communication Solutions Tmc 2010 Apm V2
Customer Communication Solutions Tmc 2010 Apm V2
Customer Communication Solutions Tmc 2010 Apm V2
Customer Communication Solutions Tmc 2010 Apm V2
Customer Communication Solutions Tmc 2010 Apm V2
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Customer Communication Solutions Tmc 2010 Apm V2

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Leading Voice-based Inventory Management and Customer Service Solutions

Leading Voice-based Inventory Management and Customer Service Solutions

Published in: Business, Technology
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    • 1. Automated PNR Notification and Management Service (“APM”) Outbound Voice Messaging Service for Passenger Account Management Presentation-TMC 2010 AcuFlight, Inc.
    • 2. AcuFlight A “touch less” service that automates non-revenue generating tasks by live travel counselors AcuFlight is… A telephone user-interface between travel providers and their customers A complement to Internet and live Agent travel services An automated solution to reduce live agent costs by up to 90% A rapid rate of return of investment solution A measurable service that automates and reports the entire notification, fulfillment and documentation process A seamless integrator of GDS, third-party solutions, databases and live customer support
    • 3. <ul><li> Skilled agents generate thousands of phone calls per day arising from issues relating to reservations: </li></ul><ul><ul><li>Schedule changes </li></ul></ul><ul><ul><li>Canceled flights </li></ul></ul><ul><ul><li>Trip advisory/Intelligent Trip Monitoring </li></ul></ul><ul><ul><li>Invalid credit card information </li></ul></ul><ul><ul><li>Confirmed hotel and auto rental rates not available </li></ul></ul><ul><ul><li>Notification of unused tickets </li></ul></ul><ul><ul><li>Notification of pending trip approval </li></ul></ul><ul><ul><li>Missing e-mail addresses </li></ul></ul>present situation traveler notification
    • 4. present situation traveler notification <ul><li>Live agents manually process reservations: </li></ul><ul><ul><ul><li>Sort reservations in data queues </li></ul></ul></ul><ul><ul><ul><li>Advise passengers of issues and action needed for accurate </li></ul></ul></ul><ul><ul><ul><li>reservation fulfillment </li></ul></ul></ul><ul><ul><ul><li>Change reservation status and document record </li></ul></ul></ul><ul><li>  </li></ul><ul><ul><ul><li>Agents unavailable for revenue-generating calls </li></ul></ul></ul><ul><ul><ul><li>Emails often undetected by customer; SPAM </li></ul></ul></ul><ul><ul><ul><li>Labor-intensive customer calling </li></ul></ul></ul><ul><ul><ul><li>Human error </li></ul></ul></ul><ul><ul><ul><li>Email notification NOT measurable </li></ul></ul></ul>Average = 2 calls + 1 email
    • 5. <ul><li>Automated PNR Notification and Management Service™ (“APM”) </li></ul><ul><li>Automatically monitors GDS inventory queues </li></ul><ul><li>Sorts reservation by problem and priority </li></ul><ul><li>Identifies passenger by phone number field </li></ul><ul><li>Sends outbound voice message to passenger’s preferred phone </li></ul><ul><li>Advises passenger of problem; relays solution and provides scheduled time to speak to an agent as a customized remark </li></ul><ul><li>Modifies GDS reservation status </li></ul><ul><li>Reports call outcome and creates remark in GDS </li></ul><ul><li>Returns reservation to inventory queue </li></ul><ul><li>Sends report of APM activity to agency </li></ul>AcuFlight’s solution
    • 6. benefits of AcuFlight <ul><li>Benefits to Travel Management Company: </li></ul><ul><li>1. 100% touch less service </li></ul><ul><li>2. Measurable form of communication. No risk of SPAM </li></ul><ul><li>3. Savings up to 90% of cost for live agent handling </li></ul><ul><li>4. Substantially reduces airline debit memos </li></ul><ul><li>5. Enhanced customer communication </li></ul><ul><li>6. Immediate ROI </li></ul><ul><li>7. 100% accuracy; no human errors </li></ul><ul><li>8. Assignment of skilled labor for revenue-producing tasks and customer interaction </li></ul><ul><li>9. Flexible and changeable means of notifying customers of promotions, new  services and </li></ul><ul><li>co-branding services and products </li></ul><ul><li>Benefits to Traveler: </li></ul><ul><ul><li>Accurate and timely solutions </li></ul></ul><ul><ul><li>Provides PNR locator, date, problem and next-steps solutions </li></ul></ul><ul><ul><li>Saves time </li></ul></ul><ul><ul><li>Prevents inconveniences and unanticipated expenses </li></ul></ul><ul><ul><li>Informs of promotional opportunities </li></ul></ul>
    • 7. © Copyright 2010. Confidential and Proprietary Property of AcuFlight, Inc . What is Your Time Worth? ™ outbound Flow
    • 8. AcuFlight, Inc. 1431 Ocean Avenue, Suite 1516 Santa Monica, California 90401 310.260.1348 (o) 310.260.1349 (f) [email_address] www.acuflight.com Company contacts for presentations and demonstrations: Suzanne M. Newman, President, COO [email_address] 714.803.8324 Donna Christine Billera, Client Development [email_address] 917.887.4626 contact Be sure to ask about our current PROMOTIONS and other Services: Inbound Auto-Attend™ After-Hour Supplemental Services

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