aka “stepping over dollars to pick up pennies” maximizing online booking tool performance
TRANSCRIPT
![Page 1: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/1.jpg)
AKA “stepping over dollars to pick up pennies”
Maximizing Online Booking Tool performance
![Page 2: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/2.jpg)
AgendaReview surveyBest Travel Case StudyOperational considerationsGeneral Q&A
![Page 3: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/3.jpg)
Survey results
![Page 4: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/4.jpg)
Approximately how many transactions per year do you process through your OBT?
![Page 5: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/5.jpg)
Are you charged minimums by your OBT provider?
![Page 6: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/6.jpg)
Do you charge your clients minimums?
![Page 7: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/7.jpg)
Do you charge implementation fees?
![Page 8: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/8.jpg)
Do you charge a “light touch” fee
![Page 9: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/9.jpg)
What is the approximate contracted cost per transaction for your OBT?
![Page 10: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/10.jpg)
How is QC for the OBT bookings completed?
![Page 11: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/11.jpg)
Do you process exchanges through your OBT?
![Page 12: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/12.jpg)
What is the impact of OBT upon your overrides?
![Page 13: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/13.jpg)
What is the approximate total corporate adoption rate (excl Leisure)
![Page 14: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/14.jpg)
Compared to my agent assisted transaction, my profit per transaction for OBT’s is…
![Page 15: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/15.jpg)
Compared to my agent assisted transaction, my hotel attachment per transaction for OBT’s is…
![Page 16: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/16.jpg)
Which is your primary OBT?
![Page 17: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/17.jpg)
If I could change one thing about my OBT it would be…Fees and pricingNot pay high transaction fees to provider!!lower cost that I pay to have the toolLower provider fees per transaction and
automated exchanges.Remove minimums and be able to have volume
discounts apply to previously sold accounts
charge higher feesGet our agents to charge the extra for the
PNR's they touchA change in competitors OBT price structure,
esp. the large global
![Page 18: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/18.jpg)
…FunctionalityIncrease hotel attachment rate.
Close second: Align corporate preferred airlines with ours without putting a net-net airline discount program in place.
I would skew the availability to have our preferred airlines
To enable more content and negotiated rates.OBT deliver non-GDS content more cost
effectivelyHBA content free of charge
Better faring and rating for international bookings.
![Page 19: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/19.jpg)
…ExchangesAbility to do exchanges with unused tickets-
less glitches
To have the ability to have travelers make all changes and exchanges on-line. They can supposedly do that now but the reality is that to make sure they are getting the correct fares, it has to be done through an agent with Rearden.
Make me feel more comfortable with the auto exchange feature
![Page 20: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/20.jpg)
…User Experiencehigher adoption rate
Making the tool more user friendly for users to input data for company reporting purposes.
Have clients who are better users.....
![Page 21: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/21.jpg)
…Otherto find more customers that are willing to
pay the $15.00 per transaction that we are currently charging to most of our customers. ( now having to drop price for our largest customer)
Further automate the process.make it 100% touchlesscreate less touchesOutsource support
![Page 22: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/22.jpg)
Case Study - Best Travel
![Page 23: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/23.jpg)
Best TravelExhibited very strong growth of 50% Y/YOnly added 2 FTE’sNet cost per booking dropped to $1-$2 with
ReardenY/Y Profits up 16%
Could we have profitably managed the growth without the OBT?
![Page 24: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/24.jpg)
Operational Considerations
![Page 25: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/25.jpg)
Operational ConsiderationsExchanges / Changes online
Are we really in the age of the online fully automated online exchanges and changes?
What are best practices in supporting OBT exchanges/changes?
![Page 26: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/26.jpg)
Operational ConsiderationsAfter Hours
What is the best practice for ticketing OBT reservations and who does them? What about if you’re A/H needs to be involved?
Should your A/H team also double as the support desk for OBT bookings?
![Page 27: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/27.jpg)
Operational ConsiderationsInternational Bookings
What is the best practice for international reservations booked via the OBT? Need a rate desk be involved? How should documents be checked? Need a manual ticketer be part of the process?
Is it realistic to expect corporate travelers to not use the OBT for international reservations?
![Page 28: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/28.jpg)
Operational ConsiderationsSouthwest…and direct connects
Southwest allows direct connects with Rearden and Concur. Is this the best solution for booking the carrier?
If we need direct connects for other carriers are the OBT’s ready?
![Page 29: AKA “stepping over dollars to pick up pennies” Maximizing Online Booking Tool performance](https://reader036.vdocuments.us/reader036/viewer/2022062809/56649eb45503460f94bbc592/html5/thumbnails/29.jpg)
General Q&A