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
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.
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
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
AcuFlight process flow Database of Travel Inventories Optional Live Customer Support Database of Customer Profiles Telephone Internet
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
process flow/inbound calls ~ Auto-Attend Service
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>
<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 airweb.com [or airlines.com]. 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
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.
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
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
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
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>
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