The document proposes a project to simplify the processes of a call center for travel agencies by integrating the company website, booking platform, call center, and CRM into a single system. This would minimize errors by agents and make the selling process simpler. The system aims to establish ongoing communication with customers to build loyalty and encourage referrals. It would also bundle the solution for sale to other travel agencies. Wakeupabroad.co.uk plans to use their experience in call centers and software development to create a beta version of the integrated software system after 8-10 months of funding their development lab.

1. PROJECT’S VISION

2. Facts
The internet has changed the face of the travel industry, with its
profound impact in the way we seek and book our holidays. Travelers
are seeking information about different destinations, resorts and
hotels via the internet, which is influencing their decision-making and
is the fundamental force behind travel companies trying to deliver
personalized content to accompany their product. Travelers also prefer
online bookings and reservations nowadays. These immense changes
brought by technology in the travel and tourism industry also highlight
changes in the way business is done. Airlines, travel agencies and other
travel professions are merging with each other with the objective that
bigger is better.
The smaller establishments are mostly affected by this development
and in order to compete, they should tailor made their strategies
according to the needs of the specific target audience.

3. Case
Which are the major concerns of a call center’s day to day
operation?
1. Agents logging in multiple platforms , websites etc just to do a search or
make a single booking. Can this be simpler?
2. Agents make so many mistakes that cost money, can this be avoided?
3. Spending all that money on advertising , why customers don’t ever call
back ?
4. What is this “Sticky Growth Engine” or “Viral Growth Engine” that I
should be focusing on?
5. What is “Real Time Internet” and how can I use it to my Business’s
advantage?

4. Vision
Simplify Process
Integrate company Website, Booking platform , Call and Contact center, CRM in a
unified instance that will make selling procedure an “one window user interface” for
sales agents.
Avoid mistakes
Minimize sales agents interference during the sale and the booking upload procedure
by optimizing and enforcing procedures through software.
Repeat/Sticky/Viral
Establish constant communication with customers. Retaining your customers is at the
end much cheaper than finding new. Make existing customers work for us.
And why not even Bundle the solution?
Create a successful “in a box” solution and sell product and services to other
travel agencies.

5. How will Wakeupabroad.co.uk
do all that?

6. Innovative Website
• Constant communication with customers initiated by them making the
whole booking procedure a Social Media “like” communication .
• Increase loyalty , make the travel agent website a game field that
customers can share information and experiences with their friends.
• Transform booking with travel agencies from a necessity to a joy which is
a part of the actual holiday experience.
• Transform boring travel websites full of drop down menus to portals
where offers and content are pushed to the customers based on
demographics and location instead of letting them choose by complex
procedure and fields.
• Track website visitors journey while online and push offers to them real
time . Accessing the website from an area near Gatwick? Push the best
offers having Gatwick as the departure airport.

7. Booking Platform
Wakeupbroad.co.uk has established a traditional call center to
create a software development lab and also fund the
development of a complete booking platform.
Development in real conditions can create a product that will
match agents and business needs 100%, minimize mistakes,
simplify procedures and instruct best practices.
A functional beta version of the software can be expected after 8
to 10 months of operation and efficient funding.

8. Call and Contact Center
• Sophisticated call routing and comprehensive contact management capabilities
• Automatic call distributor features including conditional routing, call-in-queue, and
expected-wait-time messages
• Presence integration to help increase caller satisfaction through improved agent
performance and expertise
• Workforce optimization, including workforce management, quality management,
and advanced quality management
• A mobile supervisor feature that helps enable real-time reports and skill
management on the go
• Full integration with CRM and Booking platform.
• No geographical limitation with flexible and secure access of mobile clients.
• Outbound campaigns and automated call back lists based on sophisticated criteria
• Advanced reporting and recording.
• Automatic evaluation of call center agents.

9. CRM
Selling is easier if past destinations, preferences and average budget can be tracked by a
simple and instant procedure.
If we know what and when is needed why letting customers look around? Call them on the
dates holidays were previously booked and offer they products they will be looking for.
Don’t expect from sales agent to call them. Automatically initiate the procedure by
automated call outs that can be achieved with the integration with the call center
Even if the customers call us before we do, popup their history and let the system suggest
the offers that are closer to their needs.
Let the system send a targeted newsletter offering similar products and services that were
sold to the specific customers in the past. Flat offers don’t work.
You would know what they need and what they will be looking for on the spot , regardless if
they call in or the systems calls them back.

10. Is that innovative?
What is the advantage?
Unification and full integration of system and services developed from a travel
company itself in 100% real environment, facing all market challenges daily and
knowing all travel market needs.
We have already done it previously, so we know the benefits it can bring.
Software development won’t be based on descriptions or software analysis but
on real user experience.
• Development –Feedback –Test – Change cycle will be minimum.
•Test and trial all procedures while developing.
•Optimizing in real conditions.
•Focus on details that will make the difference.

11. Why can Wakeupabroad.co.uk do that?
Wakeupabroad.co.uk is founded by senior software developers ,
Internet experts, network and call center engineers that have
been working in British call centers for the last 10 years knowing
travel call center procedures and needs.
Developers and engineers IT mentality can be migrated to the
travel market through software and infrastructure and create an
exceptional result. Examples are Laterooms.com, TripAdvisor and
others.

12. Wakeupabroad.co.uk will not be just
another travel agency
Wakeupbroad.co.uk will:
Use technology to optimize process and
experience,
Unify travel experience and service and…

13. Take travel market a step further!
Unit 5, The HUB, Royal Court, Gadbrook Park, Northwich, Cheshire, CW9 7UT, UK

14. Thank you!
Unit 5, The HUB, Royal Court, Gadbrook Park, Northwich, Cheshire, CW9 7UT, UK