Journeying towards greater success
Our research says:
The travel and hospitality industry is characterized by a high level of personal service to customers with a diversified supply chain of suppliers of food, fuel, telecom, construction, facilities maintenance, marketing and customer support.
- Tour operators
- Travel consolidators
- Tourist boards
- Airlines
- Cruise lines
- Railroads
- Private transportation providers
- Car rental services
- Hotels
- Resorts
- Lodging
- Restaurants
- Other real-estate intensive consumer businesses
This industry faces a lot of challenges:
- Improving guest satisfaction & ensure they stay loyal by empowering consumers and pricing transparency
- Maximizing efficiencies for all operations
- Upselling & Cross Selling for higher revenue generation
- Keeping pace with new technology – Social & Mobile
- Rising distribution costs – multiple points of data entry and no limits on types of distribution channels to be managed
- Limited capability in tracking and assessing itemized costs per channel owing to the increased complexity
- Lack of real time control on rate and inventory allocation by channel
- Lack of flexibility to respond to customer dynamic requirements
- Lowering costs without impacting service, operations
- Lack of economies of scale in front office & back office operations & analytics support
- Ineffective quality control
Above all, the biggest task to provide excellent customer service which includes a customized approach availability for each customer through technology integration. And during the early stages of the industry, outsourcing frontoffice areas was the solution:
- 24/7 global reservation centers
- Customer helpdesk
- Outbound sales support
- Customer loyalty programs, including “frequent guest” and co-branded program management
- Supply chain management in procurement and logistics.
However now due to globalization, companies are also looking to reduce cost and manpower. That’s led to further outsourcing for back office tasks too:
- Finance and accounting
- Real estate facilities management
- Inventory and asset management
- Human resource administration, including recruitment process outsourcing, HR compliance and pension and benefits administration.
- Marketing and customer service, including definition and standardization of complex hospitality-unique processes that focus on the customer experience.
- Market research and analytics
- Business intelligence
- Knowledge management
Regardless of the level of captive services, shared services or outsourcing, the key competitive competencies will remain business planning, brand management and customer care.
The Tech Mahindra BPS edge:
Tech Mahindra Business Process Services provides an end-to-end solution for the Travel and Hospitality sector through Analytics, Consulting and Automation.
Our capability index includes:
Our host of frameworks and tools are here to bring greater value to our customers.
We provide customized customer experience to end customers via:
- Our Next Generation Customer Management Suite called CareXa.
- Our Speech Analytics and Desktop Unification platform - UNO.
With the help of our in-house Social Media mapping tool (platform) - Socio, we can do the sentiment tracking for the customers and also help in campaign & Lead management. This also help in drawing actionable analytical report on the brand popularity among the customers and help in ascertaining what kind of services customers expect from respective brand.
Our portfolio supports customers through phone, email, chat and social media mediums, with tool & analytics enablement to ensure personalized service delivery to every customer.
How we help the Hospitality industry:
Our solutions for the hospitality sector are a demonstration of our deep knowledge and expertise in this space. We offer end-to-end BPM services spanning front office, middle office and back office that cover the entire hospitality value chain. Hospitality companies prefer to engage with us as we provide a one-stop solution for all their needs.
Our network of global delivery centers across 15 countries and capability to provide end customer services in 54 languages makes us versatile.
We have flexible and innovative revenue models. We were one of the first to evolve new, creative approaches to revenue models. Our approach addresses the evolving needs of our clients. The commercial models we offer today are flexible in scope, pricing and scale.
