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to the unpredictable nature of these trips. Key Travel is now well established as the leading non- profit sector travel specialist, with more sector specialist air and hotel contracts than any other UK TMC, and more than 3,500 clients worldwide, large and small. Now, in the 21st century, innovation focused on improving the customer experience is an ongoing process for Key Travel. “Because of the speed with which technology develops, the only way our clients can have the breadth of information they require at their fingertips in real-time, and defined by company travel policy, is if we continually reassess both what our competitors do and marry up the two to best effect,” says group head of IT Matt Haynes. “To this end, the most
significant initiative we have undertaken in the past year has been the launch of KT-MOM. This is a set of integrated tools that provides transaction automation, supplier content aggregation, quality assurance, document production and work-flow management, giving a clear picture of each client’s status to both travel consultant and customer. “Escalating content
fragmentation, combined with the distinct requirements of the not-for-profit sector, meant it was increasingly difficult to service customers effectively,” says Haynes. “The challenge
for us was to make the required services and attendant data as complete, clear and easily accessible as possible. It was no simple task.” Key Travel addressed five main areas. Fares: it was essential that each client was able to search every KT fare for
Now, in the 21st century, innovation focused on improving the customer experience is an ongoing process for Key Travel
which they were eligible and that they could generate any permutation of quotes quickly and easily. Accommodation: the main aims were to present content from numerous suppliers in a consistent format and to generate media-rich quotes. Quote management: full integration with its web portal was an imperative, so that quotes from an agent could be confirmed online. Itineraries: these had to be uncluttered, easy to read and supported by real- time customer and destination- specific information. Two
crucial spin-offs from this improved service delivery were reduced agent errors and accurate internal and external management information (MI). Key Travel could have used off-the-shelf products for many of the features within KT-MOM, but a compromise on performance, lead time or cost would have led to reduced service or greater outlay to customers, conflicting with the sector requirement for excellent service at fair costs. “To achieve this, we reviewed process, technology trends and innovation both inside and outside the travel industry, adapting and adopting the best of what was available, and empowering our internal development team to create bespoke solutions for our customers at a speed and with a specification unrivalled by our competitors,” says Haynes. The results are compelling.
Key Travel’s customers’ ability to find contracted fares has increased by 5 per cent, giving them more consistent value for money. The increase in hotel content of 127 per cent – both in number of properties and choice of rates – has resulted in a marked improvement in customer satisfaction. Average handling time for bookings has dropped by 35 per cent and customers now confirm 10 per cent of their quotes online, saving valuable time and, importantly, allowing them to confirm quotes before the fare expires.
Worldwide application of the system allows improved cross-territory operation, more effective 24-hour client support, and information-rich itineraries, which include visa requirements and give internal emergency contact details. “We have received a lot of positive feedback since launching KT-MOM from internal staff and clients alike,” says Haynes. “Our primary hotel provider also uses the integration case in its internal marketing to demonstrate best practice and an outstanding relationship.” In addition, cost savings are demonstrable given there is no need to pay per-transaction costs for bookings, itineraries, etc. Improved customer-facing efficiencies are achieved by travel consultants using one tool rather than several systems, which saves valuable time. This also delivers an improved visibility and use of contracted fares, a reduction in the risk associated with reliance on an external supplier, and increased hotel sales by 61 per cent. Notably, this success for Key
Travel is not the end but the beginning. The company will continue to develop KT-MOM to provide market-leading features and functionality: later incarnations will take account of ancillary products, changing customer purchasing patterns and the need for increasingly sophisticated travel policy compliance monitoring and traveller tracking. The future is in Key Travel’s hands.
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