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Corporate Management Presentation


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Demonstration of Corporate Management Services profile

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Corporate Management Presentation

  1. 1. Presentation December 2008
  2. 2. 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
  3. 3. 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
  4. 4. <ul><li>“ &quot;XYZ&quot;” , a joint stock company was founded in 1988, and is both IATA& ASTA accredited. </li></ul><ul><li>“ &quot;XYZ&quot;” serves a diverse base of customers through offices in Egypt, Dubai and Los Angeles , CA. Among the top Corporate Management agencies, “&quot;XYZ&quot;” 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. </li></ul><ul><li>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. </li></ul><ul><li>“ &quot;XYZ&quot;” Senior Management is committed to customer satisfaction and knows how to deliver it! In relating to the customer. </li></ul><ul><li>&quot;XYZ&quot; treats each account as if they were their only one. </li></ul>Overview
  5. 5. Company Philosophy <ul><li>“ &quot;XYZ&quot; 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 </li></ul><ul><li>a) Vision: </li></ul><ul><li>“ &quot;XYZ&quot;’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. </li></ul><ul><li>b) Mission Statement: </li></ul><ul><li>Dedication and commitment to the highest quality of customer service delivered with a sense of warmth, friendliness, individual attention, pride and company spirit. </li></ul><ul><li>c) Objective: </li></ul><ul><li>Offer the best personalized customer service in the market </li></ul>
  6. 6. &quot;XYZ&quot; Communications <ul><li>Corporate Managers& employees will be able to contact &quot;XYZ&quot; representatives through: </li></ul><ul><li>Land phone lines. </li></ul><ul><li>Fax Lines. </li></ul><ul><li>Dedicated Mobile phone numbers. </li></ul><ul><li>Dedicated Email addresses assigned to each representative. </li></ul><ul><li>A dedicated Email for the Visa Department </li></ul><ul><li>A Dedicated Email for Customer Service </li></ul><ul><li>Through &quot;XYZ&quot; Website </li></ul>
  7. 7. <ul><li>“ &quot;XYZ&quot;” is committed to satisfying the travel needs of its corporate customers by maximizing value while minimizing their travel costs. </li></ul><ul><li>The benefits the corporate customers receive include : </li></ul><ul><li>An experienced dedicated Account Manager empowered to take action in all aspects </li></ul><ul><li>Consultation in setting AB goals to control of one of their largest business expense items </li></ul><ul><li>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 </li></ul><ul><li>Unbiased, full and complete explanation of regulations, rules, terms and conditions, including available options </li></ul><ul><li>&quot;On the spot&quot; problem solving for situations created by airline missed flights or connections, tour or hotel modifications or cancellations </li></ul><ul><li>Customized management reports </li></ul>“ &quot;XYZ&quot;” Corporate Policy:
  8. 8. <ul><li>Negotiation assistance for corporate airline, car rental and hotel contracts to improve their cost savings </li></ul><ul><li>Guaranteed lowest fares at the time of booking for cost containment </li></ul><ul><li>Quality control checks continue until departure to obtain seat assignments, acquire upgrades based on frequent flyer programs, and monitor any applicable changes in airfares or availability. </li></ul><ul><li>24 hour travel support to provide emergency assistance to their travelers with changes or making last minute travel reservations </li></ul><ul><li>“ One stop” meeting planning and conference services with full knowledge of their company's needs and corporate culture to ensure the success of their corporate functions </li></ul><ul><li>A travel desk with multilingual agents. </li></ul><ul><li>Computer-maintained customer profiles with all their details </li></ul>“ &quot;XYZ&quot;” Corporate Policy: Cont.
  9. 9. &quot;XYZ&quot; Services Conferences& Meetings Ticketing Tourism Meet / Assist& Transfers Visas& Medical Travel Insurance Types of Services <ul><li>Extra Services: </li></ul><ul><li>Emergency Reach –out </li></ul><ul><li>Airline Mileage Desk </li></ul><ul><li>Rental of Air Taxi </li></ul><ul><li>Corporate Incentive </li></ul>
  10. 10. <ul><li>TICKETING </li></ul><ul><li>Different choices and alternatives for any travel request as far as best connections, fares and availability. </li></ul><ul><li>Both Domestic and International Reservations to all destinations </li></ul><ul><li>Special business deals with airlines to reduce travel expenditures for its customers </li></ul><ul><li>Painless process of delivery of the tickets to the home or office of the traveler. </li></ul><ul><li>Dedicated phone numbers for reservations and help on a 24-hour basis / 7 days a week (After hours an emergency back-up system in place) </li></ul><ul><li>Regular updates on special travel packages, quotations and rates (An E- monthly newsletter is provided for this purpose). </li></ul><ul><li>Availability of sending Pre-Paid tickets to any destination worldwide through their offices. </li></ul><ul><li>Counter agents are trained and experienced travel professionals, have in-depth knowledge of airline processes, with domain expertise in fares& Ticketing </li></ul>&quot;XYZ&quot; Services
  11. 11. <ul><li>AIRLINES MILEAGE DESK </li></ul><ul><li>“ &quot;XYZ&quot;” has a dedicated department for airline mileage programs for: </li></ul><ul><ul><li>Applying for enrollment registration, advise best way of earning points </li></ul></ul><ul><ul><li>Following up and advising all information and promotions related to Frequent flyers </li></ul></ul><ul><ul><li>Following up all matters related to customers’ memberships. </li></ul></ul><ul><ul><li>Profile for each of their customers, directly enrolled with each reservation </li></ul></ul><ul><ul><li>File complaints with the airlines, on behalf of their customers. </li></ul></ul><ul><li>MEDICAL TRAVEL INSURANCE: </li></ul><ul><li>“ &quot;XYZ&quot;” provides a medical travel insurance service for any period from seven (7) days all around the globe. </li></ul><ul><li>Travelers checks: Available upon request </li></ul>&quot;XYZ&quot; Services
  12. 12. &quot;XYZ&quot; Services: Cont. <ul><li>EMERGENCY REACH-OUT SYSTEM : </li></ul><ul><li>An emergency reach out system is available, by which “&quot;XYZ&quot;” accounts can reach us 24 hours a day, during weekends, and official holidays. </li></ul><ul><li>1 mobile numbers for ticketing </li></ul><ul><li>2 mobiles numbers for tourism </li></ul><ul><li>2 mobiles numbers for meet and assist </li></ul><ul><li>1 mobile Number for the Transfer Department </li></ul><ul><li>1 mobile number for visa requests </li></ul><ul><li>RENTAL OF AIR TAXI: </li></ul><ul><li>“ &quot;XYZ&quot;” is the official representative of ALKAN AIR for its new Air Taxi service, an exclusive luxury service and other private jets as well. </li></ul>
  13. 13. &quot;XYZ&quot; Services: Cont. <ul><li>MEET & ASSIST: </li></ul><ul><li>Meet & Assist at all Egypt’s airports </li></ul><ul><li>TRANSPORTATION: </li></ul><ul><li>i- Transfer </li></ul><ul><li>Airport Transfer with a private car and escort. </li></ul><ul><li>“ &quot;XYZ&quot;” will assist during all stages for inspecting cars, and all necessary safety procedures, ensuring timely arrivals and departures, etc…) </li></ul><ul><li>A list of transportation services is available upon request </li></ul><ul><li>ii- Car Rentals </li></ul><ul><li>Special car rental rate program short and long terms leasing. </li></ul><ul><li>Cars with or without drivers </li></ul>
  14. 14. <ul><li>VISAS: </li></ul><ul><li>“ &quot;XYZ&quot;” provides Visa services, Visas are always subject to Embassies’ regulations, ““&quot;XYZ&quot;”” 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. </li></ul><ul><li>“ &quot;XYZ&quot;” will provide regular updates on visa requirements and all necessary documents requested from consulate sections as soon as they become available. </li></ul><ul><li>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) </li></ul>&quot;XYZ&quot; Services: Cont.
  15. 15. &quot;XYZ&quot; Services: Cont. <ul><li>TOURISM: </li></ul><ul><li>Full pre-booking qualification to help you select the trip best suited for you </li></ul><ul><li>Personalized itinerary planning and custom vacation planning </li></ul><ul><li>Customized individual or group reservations to suit your interests </li></ul><ul><li>DOMESTIC& IINTERNATIONAL: </li></ul><ul><li>Hotel Reservations/ Car and Bus rentals </li></ul><ul><li>Nile & River Cruises </li></ul><ul><li>Train and Bus tickets. </li></ul><ul><li>Tour arrangements, tour guides available per different languages worldwide </li></ul><ul><li>Sight seeing tours. </li></ul><ul><li>Conference arrangements. </li></ul><ul><li>Reservations at exclusive restaurants, theaters, events. </li></ul>
  16. 16. &quot;XYZ&quot; Services: Cont. <ul><li>Group Bookings and Social events/ and Organizing Leisure trips: </li></ul><ul><li>“ &quot;XYZ&quot;” has managed to handle a large number of group events both locally and internationally “&quot;XYZ&quot;” has always been successfully tailoring travel packages for individuals and groups. </li></ul><ul><li>” &quot;XYZ&quot;” 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 “&quot;XYZ&quot;” can handle all your arrangements. </li></ul><ul><li>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. </li></ul>
  17. 17. Travel Procedures Business Request Complete Authorization Form Obtain necessary Approvals Submit approved Forms &quot;XYZ&quot; to do Necessary action All documents Delivered to traveler/ Signature on receipt travel
  18. 18. Performance Evaluation: <ul><li>“ &quot;XYZ&quot;” periodically the performance of its personnel in charge of the account </li></ul><ul><li>A special Email :is assigned for your comments </li></ul><ul><li>Travel surveys, reports and customer satisfaction questionnaires are forwarded to figure out the process of handling the service. </li></ul><ul><li>“ &quot;XYZ&quot;” acting on behalf of you regarding any problem that might occur, in addition to filing complaints and follow-up on all related correspondences </li></ul><ul><li>The complaint channel and the correction of the problems are shown in the next diagram </li></ul><ul><li>At “&quot;XYZ&quot;” 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 </li></ul>
  19. 19. 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
  20. 20. Keys to success &quot;XYZ&quot; Success Positive attitude Best Customer service Well trained staff Continuous Innovation
  21. 21. Keys to “&quot;XYZ&quot;” Success: <ul><li>Positive, can-do attitude “&quot;XYZ&quot;” succeeds. </li></ul><ul><li>“ &quot;XYZ&quot;” bring to the table more than 18 years of experience, innovation and an infrastructure that offers choices and customization. </li></ul><ul><li>The singular focus is the “CUSTOMER </li></ul><ul><li>At “&quot;XYZ&quot;” the staff is demanding of themselves and work vigorously to achieve “&quot;XYZ&quot;” goals. </li></ul><ul><li>Continuous innovation by being a leader in technology, continuously adding innovative technology tools as Internet booking engines, E- Newsletters etc… </li></ul><ul><li>“ &quot;XYZ&quot;” offers full service travel services from their different offices or from on-site (Implant) locations. </li></ul>
  22. 22. How is “&quot;XYZ&quot;” Different <ul><li>“ &quot;XYZ&quot;” has remained flexible in its approach to service because companies differ in their structure and culture. </li></ul><ul><li>24 hour emergency reach-out system </li></ul><ul><li>Personalized service to accommodate each traveler needs individually </li></ul><ul><li>Consistently creates new added-value for the business-year after year </li></ul><ul><li>Treats the personal leisure travelers with white gloves </li></ul><ul><li>Offers more value for the travel budgets than ever before </li></ul><ul><li>A travel desk with multilingual agents. </li></ul><ul><li>Computer-maintained customer profiles to insure that all travel requirements are met. </li></ul><ul><li>Transparency and business discipline in the customer relationship function </li></ul><ul><li>Access to global best-accepted practices in fare quoting and customer relationships </li></ul><ul><li>Information and documents security and safe handling are given the highest priority </li></ul><ul><li>All information on individual transactions can be available and accessible at all times </li></ul><ul><li>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 </li></ul>
  23. 23. 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
  24. 24. <ul><li>COCA-COLA (ATLANTIC INDUSTRIES) </li></ul><ul><li>BRITISH GAS </li></ul><ul><li>ALCATEL </li></ul><ul><li>MOBINIL </li></ul><ul><li>GENERAL ELECTRIC including GE MEDICAL SERVICES </li></ul><ul><li>MOTOROLA </li></ul><ul><li>SHELL MARKETING </li></ul><ul><li>NESTLÉ EGYPT </li></ul><ul><li>CADBURY EGYPT </li></ul><ul><li>GLAXO SMITHKLINE </li></ul><ul><li>BAYER </li></ul><ul><li>EFG-HERMES </li></ul><ul><li>ERNEST& YOUNG </li></ul><ul><li>MANSOUR & CO PRICEWATER HOUSE COOPERS LLC </li></ul><ul><li>CITIBANK </li></ul><ul><li>HSBC </li></ul><ul><li>CAIRO BARCLAYS BANK </li></ul><ul><li>BANK AUDI </li></ul><ul><li>PIRAEUS BANK </li></ul>An Extract of &quot;XYZ&quot; Top Clients
  25. 25. Sample of Corporate events Conferences, Annual meetings Grand Opening/ Galas CEO/ VIP Visits Trade shows, Workshops Product Launch& Site inauguration Award Banquets Client appreciation Promotional events Regional Sales meetings Incentives Training programs
  26. 26. <ul><li>A long list exists from 1999 till now. An extract of 2006 only enclosed: </li></ul><ul><li>Miraco, Toshiba: Circle Meeting: Cairo: February 2006 (15 Guests) </li></ul><ul><li>Road Safety& Traffic Management 2006: Cairo: February 2006 (580 Guests) </li></ul><ul><li>Citibank: Trade Event Sharm: Sharm El Sheikh: February 2006: (104 guests) </li></ul><ul><li>Road Safety & Traffic Management: Cairo: February 2006(450 Guests) </li></ul><ul><li>KODAK: CKBC meeting: Cairo : April 2006: (60 Guests) </li></ul><ul><li>CITIBANK: Incentive to Prague: April 2006: (15 Guests) </li></ul><ul><li>MI SWACO: Cairo: May 2006: (60 Guests) </li></ul><ul><li>MOBINIL: Sharm Incentive: June 2006: (275 guests) </li></ul><ul><li>GlaxoSmithKline: Vienna Austria: EAACI: June 2006 (20 Guests) </li></ul><ul><li>Alcon Pharmaceuticals: London: ESCRS: September 2006 (11 Guests) </li></ul><ul><li>GlaxoSmithKline: Munich: ERS: September 2006: 25 Guests </li></ul><ul><li>GlaxoSmithKline: Paris: Psychiatry: September 2006: 22 Guests </li></ul><ul><li>GlaxoSmithKline: Copenhagen: EASD: September 2006: 32 Guests </li></ul><ul><li>Egypt Invest 2006: Cairo- November 2006: (550 Guests) </li></ul><ul><li>Alcon Pharmaceuticals: Las Vegas: November 2006: AAO: 11 Guests </li></ul><ul><li>KPMG: Cairo: November 2006: 90 Guests </li></ul>Extract of Conferences in 2006
  27. 27. We thank you for your time We are only a phone call away &quot;XYZ&quot;… Services that make a difference