Transcript Dossier de Presse

Best technology and service to manage
your business travel program
EXPEDIA CORPORATE TRAVEL
Summary
 Our Group : Expedia Inc.
 Expedia Corporate Travel
 Our approach
 Our means
1/ Technology
2/ Customer service
3/ Implementation & change management
4/ Savings levers and costs optimization
5/ Account Management
 Our added value
 Our references
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Our GROUP : Expedia Inc. Travel and Technology
The world’s leading online Travel service
Offer its business and leisure customers, tools and information
facilitating their searches, projects, bookings and travels.
 3rd world travel agency in 10 years
 16 billion dollar turnover
 Private hotel database management
 Head office in Seattle, USA
For further information : www.expediainc.com
The Expedia Group includes :
Expedia.com®, hotels.com®, Hotwire®, Expedia® Corporate
Travel, TripAdvisor™ and Classic Vacations® . The Expedia
companies are also present abroad in Canada, in Europe, in
Australia and in China thanks to its investments with eLong™
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Expedia Corporate Travel : France and Worldwide
Background
 2000 : Setting-up in France under the name Egencia
 2001-2003 : Acquisition of business travel agencies in United Kingdom and Belgium
 2004 : Egencia is acquired by Expedia Corporate Travel
 2006 : Setting-up in Germany
 2007 : Setting-up in Spain, Italy and China
Our locations
 Europe headquarters : Paris – World headquarters : Seattle, USA
 Locations in the world : United States, in Canada and in China since
November, 2007 !
 Locations in Europe : France, the United Kingdom, Germany, Belgium,
Spain and Italy.
Our next setting-up for 2008 :
Switzerland, Netherlands, Ireland and Scandinavia!
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Expedia Corporate Travel : France and Worldwide
Some figures
 1200M€ budget travel in 2007
 1500 customers companies in Europe, including 800 in France
 + 40% growth per year
 Online Booking average rate for our customers : 72 %
 5 to 25% savings
 A 30.000 hotels database in the world
Our identity
 Genetically Online
 Constant innovation
 Technology, service, products and men combined
 Expertise in change management
 Cost savings : ticket price, travel agency, cost of process
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A combined approach
Online Booking tool
Customer Service
+
 Average 72 % online booking rate
 We commit on your online booking rate
 120 travel consultants in France
 Support for online booking
 Manage your complex trips
Account Manager
 Ensure quality of service
 Act on online rate
 Maximize savings
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The highest online rate of the market
Expedia Corporate Travel has this average online rate thanks to:
 Fast, easy-to-use online travel booking tool
 Online and offline bookings are synchronized
 Support for customers: know and equips
100%
Expedia Corporate Travel
Average
80%
60%
40%
20%
Market
Average
96%
72%
5-10%
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A single model in the world
Expedia Corporate
Online
Other Agencies
Offline
Offline
Online
Website
Travel
Consultants
All bookings are the
online tool
Website
Reporting
Analysis
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A single model in the world : 2 entry flows, 1 exit flow
Arrangers and
travelers
email, call
Travel consultants
Website
•
•
•
•
•
•
•
Users profiles
Travel policy
Prices display
Negotiated agreements
Analytical imputations
Delivery address
Corporate Card and other
means of payment
Confirmation
Approval
Issuance
Billing
Reporting
Analysis
The travel policy : 100% guaranteed
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TO SUMMARIZE
A constant service :
 Arrangers/travelers and travel consultants use the same platform for bookings
 Travel consultants use the online booking tool to : book, issue, deliver and bill
 The same team handles a 100 % of the online and offline bookings
Same process for 100% bookings (Online and Offline)
 For arrangers/travelers : Information related to the traveler are always taken into
account
 For Purchase : Travel policy and suppliers agreements are automatically integrated
 For Accounting : Imputations and means of payment are saved in the tool
One workflow = one responsibility
 Total control of the tool allows to commit on an adoption rate
 One workflow to guarantee the commitments
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Our Technology
The Expedia Corporate booking tool integrates
the best technologies available on the market
Booking
website
=
Technology
+
Developments
AIR
Amadeus
Low cost
+
(negotiated
prices)
(70)
TRAIN
SNCF.COM
via Ravel
Expedia
Engine
System
Hotel.com
+
Hotel GDS
(negotiated
hotels)
(Expedia
Corporate base)
Résacar
(negotiated
prices)
HOTEL
+
WWTE
CAR
RENTAL
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Our Technology
 1st corporate travel marketplace
 30.000 hotels database in the world, Expedia Corporate
negotiated prices
 Exclusive contents
 Exclusive functionalities : matrix to view lowest fares
available by level of constraint and cabin class, possibility to
put on hold the ticketing date…
 Owner of he tool we can control, improve, innovate and make
specific developments constantly.
 Ability to connect with third-party tools
management, e-invoicing, travelers security)
(expenses
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Customer Service
Our
organization
Our
additional
services
Delivery
Our
service
quality
An organization well structured...
 More than 120 high skilled travel consultants
 A team is made up of 6 to 7 travel consultants with a Manager
 Teams are dedicated or semi-dedicated to a company
 4 Customer Service in France: Lille, Paris, Lyon and Marseille (European call center)
 Opening hours: 9 pm to 7 am, Monday to Friday
... for a personalized service and monitored technology
 A direct line and an e-mail box dedicated to your travelers
 Calls to your Travel Consultants team
 Calls overflow : manage by an other team
 travel consultants missions :
- advise and book your most complex trips
- support for online bookings
Bookings made by phone or email with our travel consultants are
synchronized on your online booking tool and online bookings are checked
by travel consultants !
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Customer Service
Our
organization
Our
additional
services
Delivery
Our
service
quality
 The VIP service
A dedicated team with 7 high skilled travel consultants for your company management or frequent travelers of your company. This
up-market service is delivered with highest level of confidentiality.
 The 24/7 Service
Service provided by our partner Aéro 24 to answer your travelers requests after the Customer Service opening hours
 Meetings and incentives
Dedicated team to handle groups (more than 9 people) including meetings and incentives. Support of air
bookings, train, hotels, diverse services...
 Leisure travel / short break
 Passport and Visa
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Customer Service
Our
organization
Our
additional
services
Delivery
Our
service
quality
Electronic ticket : RECOMMANDED
 We promote e-ticket whenever it’s possible for you train and air bookings
 E-ticket can be delivered until 3 hours before departure. For train bookings; you can take your ticket at any
time at all electronic machines available in railway stations. You just need your Name and File number.
The paper ticket :
 When the delay between issuance and departure allows it (to J-3 before 12 am), delivery by Distinguo Letter
(The Post office) for France (till the end March 2008)
 Delivery by courier from the customer services of Paris, Lille, Lyon, Marseille and Nantes
 Delivery by Chronopost, D+1 to 13 days for urgent demands in the rest of France.
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Customer Service
Our
additional
services
Our
organization
Delivery
Our
service
quality
Expedia Corporate Travel quality indicators :
Theme
Metric
Service level
Satisfaction
Recommendation rate by users
(questionnaire sent by e-mail)
80%
Call
Calls handling rate by the customer service
Call abandon rate
Answer average time
Incident / claims
Incidents rate due to a Travel Consultant compared to
all transactions
Invoice Claims rate compared to all transactions
80% of calls
answered within
20 seconds
7%
15 seconds
0,50%
0,10 %
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Implementation : change management expert
We help you manage the change
A unique experience of the integrated Online and Offline
solutions implementation
 More than 25 million euros travel budgets implemented per quarter in France
 Successful implementations with big customers
 More than 800 successful organization migrations in France for 5 years …
AN ACKNOWLEDGE EXPERTISE
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Implementation : Methodological Approach
1
1/ Information
1. Air contracts, train…
2. Travel policy
2
3
2/ Website
setting-up
3/ Training
1.
Travel policy’s
integration
1.
Users’ training in
booking tool
2.
Suppliers
contracts
integration
2.
3.
Travelers
profiles
implementation
Travel
Management
presentation
training to Travel
Director
3. Approval workflow
4. Travelers profiles
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4/ Follow up
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5/ Account
Management
1. Calls monitoring
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Implementation : Pragmatic Approach
Expedia Corporate Travel is different with:
 A relevant and personalized diagnosis of the situation: clear objectives, adaptation of our
methodology
 Its pragmatic approach of change: we help manage the change by meeting each user
(Travel Directors, travelers, arrangers…)
 Our Values which contribute to projects success :
COMMUNICATION AND IMPLICATION
BE ATTENTIVE TO CUSTOMERS
User communication is a key of success for change with the following objectives :
 Tell and clarify the objectives to all users
 Inform them step-by-step about the process
 Explain the new travel policy and ensure everybody understand the changes.
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Maximizing Savings on your Travel Budget
Reduce indirect costs
Optimizing agency cost
Speed and ergonomics
E-invoicing
The more the Online rate rises,
the more the agency cost
decreases
Commitment on an online rate
Agency
Reduce costs by value
and volume
Cost
Indirect
Costs
Transparency and Exhaustiveness
Guilt effect: the most cheaper price
at the head of gondola
Guide traveler in complexity
T&E Budget
Apply systematically travel policy (On
and Off approval process),
Air + Train + Hotels + Cars
Reporting and Account Management:
Anticipation
Suppliers negotiation
COSTS REDUCTION
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Maximizing Savings on your Travel Budget
1 to 3%
Delivering Online
Adoption
Up to 50% savings
opportunity on your
Travel procurement
cost
Year N
budget
5 to 25%
Customer
Behaviour
Management
Driving change
behaviour can
deliver 15% to 25%
reduction in Average
Ticket Price
5 to 25%
potential cost
savings
12 to 20%
Strategic
Sourcing /
Consultancy
1 to 5%
Indirect costs
reduction
Opportunity to
deliver optimum
savings by
combining and
applying strong
spend management
practices and
stakeholder
management
Year N+1
budget
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Optimize costs
Expedia Corporate Travel makes commit on YOUR online adoption rate
(we define it before implementation).
Online Rate
40%
50%
60%
70%
80%
90%
Savings amount on
ticket booth
time
Agency Cost
COSTS REDUCTION
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The Account Manager
Quality of Service
Online success leader
Data and analysis
specialist
Savings
 Metrics monitoring and analysis
 Customer privileged interlocutor in the
continuous service phase
 Accompanies project manager
 Change management
 Specific action plans development and
monitoring
 Measure your expenses
 Measure your potential savings
 Analysis of your prices performance
 Reporting






Purchasing behavior
Measure anticipation impact and flexibility
Low costs
Reliance on the best prices
Reduce number of travelers per travel
Online rate increase
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Account Manager : actions on online rate
What online rate per user ?
(travelers and arrangers)
How to improve the online
booking rate for some user?
What is the level of
fear?
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Account Manager : savings
Do your travelers buy at the best price?
What travel and why this choice?
What is your purchasing
global performance?
A PROUVED EXPERTISE
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Our added value
We propose you a large number of services which make us unique...
PROCESS
HOMOGENIZATION
Possibility to put the
ticketing « on hold »
Change Management
Reward
CHANGE
MANAGEMENT
SAVINGS
PRODUCTS
EXCLUSIVITY
Reduction of agency cost by
high online rate commitment
A matrix with fares
constraints clearly explain for
online air bookings
Automated approval
workflow
system
Delivery and billing
addresses
management
Expertise of our own
implementation team
managed by a project
manager
Permanent advice
by travel
consultants
Insurance
Exclusivity that
covers tickets with a
high level of
constraints
Savings program led
by Account
Management
A 30.000 hotels
database with an
Expedia Corporate
contract and an
interactive map to
choose precise
location of your hotel
Transparency of train
offer, choice of place in
train and possibility to
add an occasional
traveler
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Multiple references
Perfumes, Cosmetic,
Ready-to-wear
Retail trades
(diverse activities)
Banks,
Property
Software
Pharmaceutical
Laboratories
And many others…
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The best of technology and service to
manage your business travel program
EXPEDIA CORPORATE TRAVEL