NEWS YOU CAN USE — TECHNOLOGY NEWS
TECHNOLOGY NEWS YOU CAN USE
TECHNOLOGY NEWS IN BRIEF
Sabre uses app to help clients claim refunds Travel agents booking clients via the Sabre system could help customers claim compensation for airline delays via a new app. Consumer compensation specialist Refund. me targets passengers entitled to claim compensation under European regulations on air passengers’ rights.
refund.me
Lee Hayhurst Infinity claims call-tracking software
can help agents tailor their service
Phonecall-tracking specialist Infinity Tracking is testing technology designed to enable staff to do away with generic sales scripts and offer a more bespoke service. The new software provides
call centre operatives with live data about what prompted each customer to make a call. Paul Walsh, chief executive of Infinity, claimed the technology had been shown to improve call centre call-handling efficiency by 10% while driving a similar improvement in up-selling. To date, Infinity has focused on providing marketing managers
with performance data by giving each customer a unique identity to track their behaviour. This allows firms to not only
know what are its most effective marketing strategies but also the true margin they are achieving. Walsh said providing this was
a “fundamental step change” for firms, but that the next move would be to use real-time data to assist in the selling process. “It’s not just about empowering
marketing managers to make better decisions – that’s all retrospective,” he said. “the next stage is about delivering real-time information to the sales team.” This means telling a call centre
operative what the caller is looking for: if it’s a cheap deal, the agent can talk about offers; if the caller is more discerning, the agent can talk about other aspects of the hotel or destination. “That can make a big difference
Paul Walsh: ‘Delivering real-time information’
when you have 200 people in a call centre,” Walsh said. “The travel industry is primed to need this sort of technology because of the big spend online and the high volume of people who want to read and talk about holidays.”
infinity-tracking.com
32 •
travelweekly.co.uk — 4 September 2014
Optilead shows online travel firms fail to follow up Travel companies are losing out on millions of pounds in online sales by failing to follow up on customers who abandon orders during the booking process. Optilead found only 17% of firms made any effort to follow up on aborted bookings valued in excess of £2,500. Of those that did, the quickest responded in 54 minutes, the slowest more than two days.
optilead.co.uk
Adara unveils map tool that displays traveller behaviour
Travel specialist marketing platform Adara is to offer clients a map that displays what travellers are booking. The California-based firm has
developed a map with pinpoints relating to its travel clients – including hotels, airports and train stations – that can be clicked to provide detailed information. Tobias Wessels, vice-president
for Europe, said Adara intends to turn the travel map into a product for clients as an added service. “We are working to make the
travel map available to our travel partners,” he said. “The map helps users visualise the data and how
the consumer is behaving.” Wessels said the map can
overlay airline data with other data sets, such as hotel bookings, it has in the system from partners. This, for example, can indicate the proportion of travellers arriving at an airport who haven’t already booked accommodation. Adara hopes the data will
encourage cooperative marketing campaigns between firms.
adara.com
Postcard-maker Postify targets UK travel firms Scandinavian start-up Postify is targeting UK travel industry suppliers. Swedish-based Postify allows travellers and holidaymakers to use their own photos to create customised postcards. The business is targeting partners to make Postify available on Facebook pages, websites and apps.
postify.com
RoomsXML introduces mobile service for agents Accommodation wholesaler RoomsXML has launched a mobile service for agents. The global hotels supplier claims it enables agents to exploit the growing consumer usage of mobile. It offers a dedicated interface for smartphones that gives agents the ability to book hotels in real-time and at nett rates.
roomsxml.com
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