Travelport transforms customer experience to drive sales
By working with TCS, Travelport, a worldwide travel retail platform, created a better customer experience and enhanced sales efficiency.
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HIGHLIGHTS
- Travelport wanted to reimagine its sales operations to boost revenue and drive growth.
- Partnering with TCS, Travelport transformed not just its sales operations but also customer and employee experiences with a unified sales platform.
- With a solution that provides a 360-degree view of customer data, Travelport’s sales organization can target the right opportunities and pay timely incentives to its people.
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Challenge
Navigating data complexity and simplifying the way travel partners, agencies, and travelers connect.
As a modern travel retailing platform provider, Travelport needs to work with airlines, rail companies, hotels, rental car companies, travel agencies, and other players in the travel industry. With that broad reach comes the complexity of managing all the relationships and huge amounts of data collected from multiple sources, including applications, databases, and spreadsheets .
Travelport was relying on processes that were siloed, cumbersome, time-consuming, and prone to error. For instance, to create account development plans, business leaders at Travelport were using overly complex processes. Incentives for its sales employees were calculated using data from multiple sources. And since all this involved aggregation of data from various parts of the business, it increased the risk of errors, rework, and disputes.
The result? High maintenance costs of systems and applications, longer time to resolve disputes and other issues, and sub-optimal employee and customer experiences.
Travelport wanted to transform its sales operations and set itself up for future growth. It decided to build a platform that would empower travel agencies to deliver a modern retailing experience and help suppliers such as airlines and rail companies to sell more and extend their global reach.
Solution
Transforming sales operations and incentive management with Travelport+
Collaborating closely with the client, TCS created Travelport+, a next-gen modern retailing platform focused on:
Getting a holistic customer view – To enhance sales efficiency, TCS provided a 360-degree customer view leveraging the Oracle Cloud suite, including CX Sales Cloud, Oracle Integration Cloud, and Oracle Sales Analytics.
Identifying ripe opportunities – We built a dashboard that gave a unified view of data for tracking dependent opportunities between travel partners and agencies. The insights helped sales executives to engage, nurture, and close the right leads.
Accelerating account development – By using automated account development plans and data compliance scorecards, account managers could easily improve sales forecasting and planning.
Enriching sales analytics – Our solution has the capability to aggregate data from multiple sources and provide real-time data visibility for current and upcoming quarters. Business users can now make use of flexible, intuitive reports and dashboards to make the right strategic decisions and meet their sales goals.
Improving incentive management – We automated sales performance management, integrating sales target data and transactional data from multiple sources to calculate incentives accurately and process payouts on time.
Benefits
Enriching the employee experience and empowering them to drive business growth
Leveraging the solution, Travelport has been able to enrich its employee experience, run its sales operations seamlessly, and target the right leads.
Key benefits include:
- Increased sales efficiency and productivity through automated processes.
- Faster account development planning with simplified and automated processes and more accurate data.
- Improved sales forecasting with real-time intelligence.
- Enhanced employee experience with the automated incentive process.
- Enhanced dispute management and resolutions.
What the client says
Swipe LeftSwipe RightAn amazing value-add to the sales agencies, this project has enabled Travelport to be a world-class sales organization. TCS helped our Travelport+ vision come to fruition.
Heather Milam
Vice President – Global & Enterprise Technology Services and Solutions, Travelport
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