Hyper Personalized Consumer Experience through Travel Documentation for a Spanish Travel Technology Company

Overview

The client is a major Spanish IT service provider with revenue of more than US $5 bn in the travel and tourism industry across the globe.

Covering about 190+ countries, their Global Distribution System (GDS) uses real-time inventory to provide services to its end users.

GDS platform links its products and services across all three travel sectors, namely, airline reservations, hotel reservations, and car rentals.

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Challenges

Unstructured and ambiguous travel documents for itinerary & e-ticket receipt

Unavailability of customized & personalized travel information for the flyers/travel agencies across the world in their native language

Lack of user-friendly additional information for flyers/travel agencies regarding their allowance, status check on their trip and country specific content

Lack of any media content to display in the itinerary and e–receipt documents

Solution

ACL Digital clearly understood the Client’s need for customer experience & ease of accessibility of travel documents for its travel agencies (flyers) to deliver higher customer satisfaction across the globe. This included:

Implementation of a UI based customer retail platform tool
Providing graphical & coherent information to the flyers in their localized languages, country specific information like CO2 emissions, baggage information, and links to their personal trips information
Creating customized itinerary documents based on the customer survey/questionnaire
Display of contextual advertising banners in the Itinerary & e-ticket receipt documents across point of sale for travel agencies
Customizing look and feel of the information sent via e-mail to travellers across the globe based on their personalized preferences
Ease of accessibility & seamless integration of calendar which notifies travelling reminders to flyers

Outcomes

360-degree travel information experience was delivered to the customer
Real time accessibility and ease of mobility at any time and from anywhere
Improved customer engagement through customized rules that include chosen triggers, email IDs, and notification channels
End to end tracking by capturing success/failure delivery notification information in queue to travel agencies across the world
Hyper personalized travel documents made available in more than 15 languages across the globe
Increase in business revenue due to faster processes & higher customer satisfaction