Responding at the Speed of Now, delivered by Mike Aubrey from Purple Vision, creators of the travel CRM tool Sugati - and end-to-end platform for tour operators and travel agents. Responding at the Speed of Now unpicks what the disruptors to the sector - the AirBnB and Googles of this world have achieved and identified a few of the things that have helped them achieve this. We look at tech from the point of view of customer experience and what the customer wants - and how even 'the small players' in the market can benefit in the same way. sugati@purple-vision.com www.sugatitravel.com @sugatitravel Soundcloud recording available via: https://soundcloud.com/user-887729777/2017-04-04-0930-responding-at-the-speed-of-now You Tube Video of slides & audio: https://www.youtube.com/edit?o=U&video_id=JmjlD2Fbtyg

1. Responding at the Speed of Now

2. Mike Aubrey
COO
Purple Vision
Sugati is an end-to-end tech framework for
the travel sector, built by Purple Vision.
Introductions

3.  Industry Disruptors
 What does this mean for the
travel industry?
 Common factors holding us back
 Options & recommendations
 Q & A
Today’s Session: Responding at the Speed of Now

4. Travel is moving FAST

5. Changeisfast-pacedandfrequent 70’s 80’s 90’s 00’s 10’s
Ceefax and Teletex
High Street
World Wide Web
the future?
Travel Forums
Smart Phones
Peer to Peer / Social
20’s
Virtual & Augmented Reality
Artificial Intelligence
?
Travel Apps
Wearables

6. Industry Disruptors

7. Disruptors are being driven by travellers’ needs
Ongoing value Memorable On-demand Anywhere,
anytime &
real-time
Personal

8. Disruptors are ahead of the game

9. Data in one place allows:
 Profiling
 Segmentation
 Targeted Marketing
 Personalisation
Full Systems Integration
Your
Business
Your
Customers

10.  Anywhere, Anytime &
Real-time
 Great user experience
 Complete client journey
“Airbnb’s rise dwarfed all others
with a 90% year-on-year increase
for the early January peak season,
equating to just over six million
visits during the three weeks.”
Hitwise Data Jan 2017
Automated Technology

11.  Traveller Data
 Constantly improved
 Travel information
 Live data
 Multitude of resources
Superior Data

12.  Knowledge at finger tips
 People read reviews
“Knowledge is Power‘’
Sir Francis Bacon 16c.
Travellers hold the Knowledge
“If in doubt, Google.”
C.S. Woolley 21c.

13. ull systems integration
utomated technology
uperior Data
ravellers hold knowledge
iloed systems
abour intensive processes
ut-dated information
e hold the knowledge
Which Speed?

14. We live in a global, customer-driven economy
The way we do business has to change…
“As part of our omnichannel strategy, Thomas Cook has seen the need
to make sure our customers can be served in a seamless way through
whatever channel they wish – online through mobile, tablet, desktop
or offline in a store or over the phone”
Graham Cook, Group Head of Digital Operations, Feb 2016

15. Harness traditional USP’s
 Peace of Mind
 Human Interaction
 Experts in our field
 Regulated Industry
 Support in a Crisis
 Trusted Advisors
 Accountable when things don’t go to plan

16. Embrace technology to enhance our USP’s
and meet customer demands

17. 3 common factors holding us back
Slow response rate High costs / low conversion rate
Poor Data Ineffective communication & low ROI
Inconsistent messaging Lack of brand loyalty / admin time

18. What are your options?

19. CommonDataPractices
Finance
System
Enquiry
Information
Booking
Database
Email
Marketing
Website
Resort /
Holiday
Information
Client Portal
Quote
Mailing List
Excel
spreadsheets
Telephony
System
Social Media
Accounts

20. Preference=SingleSourceCloud
Use data & analytics
to optimise performance
Everyone using the
same data & systems
to support customers
Options?
• Microsoft Dynamics 365 CRM
• Salesforce
• Sugar CRM
Create a single-view of
your customer
Cloud based
24/7
365

22. Sugati
Travel specific functionality
2 Sugati utilises the secure
Salesforce data architecture
to build out features and
functions to enable travel
agents and tour operators to
manage their businesses.
Salesforce Platform
Lightning Interface
Data Infrastructure | Secure | Cloud-based
1 The Salesforce
platform is a securely
hosted, accessible and
flexible world-class data
platform.
Analytics
CMS
FinanceEmail Events Phones SMS Social
CSAT &
Reviews
Customer
Apps
Payment
Gateway
&
Currency
HR
Automati
on + ….
4 Find thousands of function
specific and task oriented
apps and integrations via the
Salesforce App Exchange –
enabling you to extend the
functionality to meet your
specific requirements – all
fully integrated.
3rd party integrations
Connecting legacy systems and third party solutions | Customisations
3 Integrate existing and
legacy systems via API
so all your data is in one
place.
Flights Hotels Suppliers
Distribut
ors
Allocat-
ions
Affiliates Extranets + more

23.  On brand & Personalised
 Dynamic
 Easy payment process
 Seamless link to all departments
 Quick to produce…..
Fast and Dynamic Tech Solution

24. LEAD
A travellers complete journey

25. Investing in the RIGHT technology to meet traveller
needs
Ongoing value Memorable On-demand Anywhere,
anytime &
real-time
Personal
 Licence model
 Scalable
 Platform not a
Product
 Innovative
 Integrates with
other
technologies
 Multichannel
 Customisable
 Your Brand
 Content Library
 Cloud-based
 Fully Mobile
 Trusted platform
 One data source
 Customer centric
 Analytical

26. Questions?
Sugati@purple-vision.com
www.sugatitravel.com
@sugatitravel