Customer Communication Solutions Tmc 2010 Apm V2


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Leading Voice-based Inventory Management and Customer Service Solutions

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  • Customer Communication Solutions Tmc 2010 Apm V2

    1. 1. Automated PNR Notification and Management Service (“APM”) Outbound Voice Messaging Service for Passenger Account Management Presentation-TMC 2010 AcuFlight, Inc.
    2. 2. AcuFlight A “touch less” 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 automated solution to reduce live agent costs by up to 90% A rapid rate of return of investment solution A measurable service that automates and reports the entire notification, fulfillment and documentation process A seamless integrator of GDS, third-party solutions, databases and live customer support
    3. 3. <ul><li> Skilled agents generate thousands of phone calls per day arising from issues relating to reservations: </li></ul><ul><ul><li>Schedule changes </li></ul></ul><ul><ul><li>Canceled flights </li></ul></ul><ul><ul><li>Trip advisory/Intelligent Trip Monitoring </li></ul></ul><ul><ul><li>Invalid credit card information </li></ul></ul><ul><ul><li>Confirmed hotel and auto rental rates not available </li></ul></ul><ul><ul><li>Notification of unused tickets </li></ul></ul><ul><ul><li>Notification of pending trip approval </li></ul></ul><ul><ul><li>Missing e-mail addresses </li></ul></ul>present situation traveler notification
    4. 4. present situation traveler notification <ul><li>Live agents manually process reservations: </li></ul><ul><ul><ul><li>Sort reservations in data queues </li></ul></ul></ul><ul><ul><ul><li>Advise passengers of issues and action needed for accurate </li></ul></ul></ul><ul><ul><ul><li>reservation fulfillment </li></ul></ul></ul><ul><ul><ul><li>Change reservation status and document record </li></ul></ul></ul><ul><li>  </li></ul><ul><ul><ul><li>Agents unavailable for revenue-generating calls </li></ul></ul></ul><ul><ul><ul><li>Emails often undetected by customer; SPAM </li></ul></ul></ul><ul><ul><ul><li>Labor-intensive customer calling </li></ul></ul></ul><ul><ul><ul><li>Human error </li></ul></ul></ul><ul><ul><ul><li>Email notification NOT measurable </li></ul></ul></ul>Average = 2 calls + 1 email
    5. 5. <ul><li>Automated PNR Notification and Management Service™ (“APM”) </li></ul><ul><li>Automatically monitors GDS inventory queues </li></ul><ul><li>Sorts reservation by problem and priority </li></ul><ul><li>Identifies passenger by phone number field </li></ul><ul><li>Sends outbound voice message to passenger’s preferred phone </li></ul><ul><li>Advises passenger of problem; relays solution and provides scheduled time to speak to an agent as a customized remark </li></ul><ul><li>Modifies GDS reservation status </li></ul><ul><li>Reports call outcome and creates remark in GDS </li></ul><ul><li>Returns reservation to inventory queue </li></ul><ul><li>Sends report of APM activity to agency </li></ul>AcuFlight’s solution
    6. 6. benefits of AcuFlight <ul><li>Benefits to Travel Management Company: </li></ul><ul><li>1. 100% touch less service </li></ul><ul><li>2. Measurable form of communication. No risk of SPAM </li></ul><ul><li>3. Savings up to 90% of cost for live agent handling </li></ul><ul><li>4. Substantially reduces airline debit memos </li></ul><ul><li>5. Enhanced customer communication </li></ul><ul><li>6. Immediate ROI </li></ul><ul><li>7. 100% accuracy; no human errors </li></ul><ul><li>8. Assignment of skilled labor for revenue-producing tasks and customer interaction </li></ul><ul><li>9. Flexible and changeable means of notifying customers of promotions, new  services and </li></ul><ul><li>co-branding services and products </li></ul><ul><li>Benefits to Traveler: </li></ul><ul><ul><li>Accurate and timely solutions </li></ul></ul><ul><ul><li>Provides PNR locator, date, problem and next-steps solutions </li></ul></ul><ul><ul><li>Saves time </li></ul></ul><ul><ul><li>Prevents inconveniences and unanticipated expenses </li></ul></ul><ul><ul><li>Informs of promotional opportunities </li></ul></ul>
    7. 7. © Copyright 2010. Confidential and Proprietary Property of AcuFlight, Inc . What is Your Time Worth? ™ outbound Flow
    8. 8. 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 and demonstrations: Suzanne M. Newman, President, COO [email_address] 714.803.8324 Donna Christine Billera, Client Development [email_address] 917.887.4626 contact Be sure to ask about our current PROMOTIONS and other Services: Inbound Auto-Attend™ After-Hour Supplemental Services