Acu Flight Service Offerings Tsp2010


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  • -Add company name
  • AcuFlight’s services are as easy to use as dialing “411, ”“777-FILM™” or an ATM machine
  • Customers- mega and non-mega agencies; airlines
  • Afterhours-third party suppliers
  • -Auto-Attend everyone is identified by a unique ID and pass code and passengers can opt to speak with a live agent at any time (or as business rules dictate)
  • Acu Flight Service Offerings Tsp2010

    1. 1. Leading Voice-based Inventory Management and Point-of-Sale Solutions Travel Agencies. Automated Supplemental After-Hours Travel Services Travel Service Provider Presentation 1 Q 2010 AcuFlight, Inc.
    2. 2. problem What is Your Time Worth ™ ?
    3. 3. what is AcuFlight? AcuFlight is a real-time, voice-accessed information, communication and inventory management solution for enterprises - that … ⇓ 50%- 90% reduction in Costs ⇓ Time ⇑ Profits ⇑ Productivity ⇑ Customer Experience
    4. 4. who buys our services? Travel Service Providers looking to reduce costs and improve profit margins; increase customer loyalty with minimal costs, minimal start-up times and rapid return on investment. Travel Service Providers offering their customers a convenient and easy way to access and update their information, book and manage travel, access real-time flight information, security requirements, weather reports and receive timely notifications regarding future trips. Travel Service Providers offering state-of-the-art customer service solutions.
    5. 5. Live travel professionals handle approximately 1,352,000,000* functionally redundant and profit-draining telephone calls regarding trips generated by travelers and travel arrangers each year in the United States. today’s standard service delivery model… $10-$40 Costs for these telephone calls range from: * Runzheimer International
    6. 6. solutions A 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 after hours, over-flow traffic and emergency call center solution An interactive voice-driven, single-source for all commercial flight data, weather and airport reports A service that automates and reports the entire notification, fulfillment and documentation process A seamless integrator of third-party solutions, inventories, merchandise, databases and live customer support
    7. 7. AcuFlight process flow Database of Travel Inventories Optional Live Customer Support Database of Customer Profiles Telephone Internet
    8. 8. Auto-Attend ™ or Automated-Agent is a voice-driven service offering Travel Service Provider customers access to their travel information, profile and booking services using their telephone. Upon speaking a user-code and PIN number, the caller may request any or all interactive transactions by simple voice commands. Because Auto-Attend™ mirrors the dialogue that traditionally occurs between a travel counselor and a customer, adoption is high and transactions are simple and quick to complete. Auto-Attend™ is ideal for after-hours operations, emergency or over-flow customer call center traffic. It is available 24/7/365; in multiple languages and scalable. No more waiting in a queue. Optional live agent support. Types of Interactive Transactions: * Flight information * Scheduled Information * Cancel a PNR * Itinerary relay * Post-ticketing/In-flight Merchandise Sales * Search available flights * Book a flight or stored trip * Reconfirmation * Baggage restrictions * Reward Points Information services ~ inbound transactions
    9. 9. process flow/inbound calls ~ Auto-Attend Service
    10. 10. services ~ outbound notifications <ul><li>APM™ (Automated PNR Management and Notification) is a record-monitoring and notification service that checks quality control queues in GDS and/or databases for problem reservations requiring manual action and an outbound telephone call by an agent to a traveler. </li></ul><ul><li>APM™ automatically generates a voice message to travelers relaying problem, PNR locator, information and action to take. Call outcomes are recorded as a remark in PNR, segment status updated automatically; ‘completed’ PNR returned to designated queue and a report of all activity is generated for viewing. </li></ul><ul><li>Types of problems requiring Notifications to Customers : </li></ul><ul><ul><ul><ul><ul><li>Schedule Change notification </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Canceled flight notifications </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Unused segments/tickets </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Hotel rate not available </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Car rate not available </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Form of payment invalid </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Hotel not available for late arrival </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Missing trip approval </li></ul></ul></ul></ul></ul>
    11. 11. process flow/outbound calls ~ APM Service
    12. 12. <ul><li>Schedule Change </li></ul><ul><li>“ Hello. This is [Travel Agency/Airline] with an important message about your upcoming travel reservation. Please press the star key when you are ready to hear this message…… </li></ul><ul><li>…… There is a schedule change . Flight xxxxx in your travel reservation for (date) has changed! Your record locator is xxxxxx. Flight xxxxx is now (arriving/departing) at __________on _________. You can view these changes using your trip locator on [or]. For further assistance please call your [travel provider or airline] at ZZZ-ZZZ-ZZZZ. Please be sure to arrive at airport at least 2 hours prior to departure. </li></ul><ul><li>  </li></ul><ul><li>…… Thank you for using [Travel Agency/Airline] TAG LINE HERE. To repeat this message, press 1, to end this call just hang-up.” </li></ul>Sample outbound message ~ APM Service
    13. 13. self-services ~ interactive WATCH™ allows customers to enjoy flight status notifications of real time flight arrival and departing information; gate and terminal designations and to set-up proactive notifications of up to three of the customer’s contacts—spouse, assistant, limousine driver. FLIGHT INFORMATION SERVICE offers Customers voice access to real-time flight data from FlightStats™. A single phone number accesses all major (including domestic and international) airline carriers for real-time status of departing, arriving flights, gate and terminal designations. (e.g., security or boarding procedures, etc.) No button-pushing. No menus. No hold-times. No Internet required. Dynamic information in minutes. Premium versions include airport and weather information. POST-TICKETING MERCHANDISE POINT-OF-SALE offers Customers voice (and Internet) access to merchandise for sale by airline and flight number, such as In-flight Internet service, checked baggage, priority boarding, meals and club day passes.
    14. 14. problems we solve High Costs No capital outlay; no hardware or software; nominal internal development; supports third-party solutions; integrates with legacy systems Automates processes up to 90%; redeploys/reduces headcount up to 80%; hosted, secured and outsourced service site User friendly, no hold-times; available in several languages; customize and brand New revenue opportunity; increases profit margins; rapid return on investment Limited budgets Changing customer loyalty Profit pressure
    15. 15. Faster than Internet; no waiting in a queue; use ANY phone; available 100% of the time Lower in price than live agent customer service customer benefits Crisis management aid in event of delayed or canceled trip Accurate information; knows the user; corporate policy/compliance Saves time Saves money Available 24/7/365 Profile/ business-rule driven Real solutions Real-time information; next steps and live agent option User-friendly As easy to use as an ATM
    16. 16. financial impact $10.00 COMING $1.00 ------ Hotel Rate Not Available $10.00 YES $1.00 $9.00 Car Rate Not Available $10.00 YES $1.00 $9.00 Form of Payment invalid $10.00 YES $1.00 $9.00 Hotel not available for late a rrival $10.00 YES $9.00 Missing Trip Approval $10.00 YES $1.00 $9.00 Have you received a debit memo for failure to update the segment status in a PNR? Schedule Change segment status updates $50.00/segment YES $0.35 $49.65/segment Merchandise ----- COMING TBD TBD Review of C urrent Situation Call Types Your Cost Services AcuFlight AcuFlight Total Savings per Call Can Automate Cost per Transaction What call types c ome into your office? Flight Information $10.00 YES $0.50 $9.50 Cancel a PNR $10.00 YES $1 .00 $9.00 Itinerary Request $10.00 YES $1.00 $9.00 Scheduled Information $10.00 YES $1.00 $9.00 Booking a flight ----- YES $2.00 ----- Booking a hotel ----- YES $1.00 ----- Booking a car ----- YES $1.00 ----- Booking a trip (air, hotel, car) ----- YES $3. 00 ----- Upgrades ----- COMING Confirmation $10.00 YES $0.50 $9.50 Baggage Restrictions $10.00 COMING $0.50 $9.50 What type of outbound calls do your agents make to travelers? Schedule Change $10.00 YES $1.00 $9.00 Cancele d Flight $10.00 YES $1.00 $9.00 Unused Segments
    17. 17. implementation process <ul><li>Demonstrate service </li></ul><ul><li>Identify common reservation problems by type </li></ul><ul><li>Provide specifications </li></ul><ul><li>Sign service agreement </li></ul><ul><li>Implementation plan </li></ul><ul><li>Establish connectivity to and interface with agency/airline </li></ul><ul><li>Provide authorization to access inventories </li></ul><ul><li>Integrate agency/airline business rules and protocols </li></ul><ul><li>Pilot </li></ul><ul><li>Deploy with customized branding </li></ul>
    18. 18. AcuFlight, Inc. 1431 Ocean Avenue, Suite 1516 Santa Monica, California 90401 310.260.1348 (o) 310.260.1349 (f) [email_address] Company contacts for presentations, demonstrations and implementation: Suzanne M. Newman, President, COO [email_address] 714.803.8324 (m) Donna Christine Billera, EVP Sales [email_address] 917.887.4626 (m) contacts