4 Nov 2015, 16:30 - 17:15

 Travel Tech Theatre TT390 

Currently, travelers getting more experienced and their expectations are rising. Moreover is the cost pressure high all-time. The company Virtual Service Solutions (VSS AG) has managed to cut its clients costs by over 40% per year while rising the customer satisfaction significantly. During this seminar did they demonstrate what worked and what didn´t. 

 

The speaker during this seminar was Timo Hinrichsen CMO for the company VSS AG. This German company is the leading provider for multichannel guest service and communication after and during the trip. They are working with tourism companies (tour operators, hotels and travel agencies) and supply those organisations with the means to be more competitive by helping them to cut costs and generate extra revenue via their online portal MySite.

 

 

 

 

 

 

 

 

 

 

 

 

Generally, the communication between customers and companies has changed by using different communication channels, in the last few years. Companies need to be transparent, because customers would like to know “everything”. For example a business such as Amazone, keeps the customers up to date with their order information. But in the travel industry this is different, e.g. it is hard to see for the clients are the documents already printed or did they already pay. Customers do use search engines, most of the time Google to search for the information they want to know about their trip. To make it easier for them created VSS AG one platform where the travelers can find all the information they want to know about their trip.

 

Before the trip customer have detailed questions such as:
- Is there a party or dinning center in the hotel?
- Is there gluten free food in the hotel?
- Can I customise my tea times?

Via the online portal VVS AG offers the opportunity to change those kinds of things by themselves without calling tour operator of travel agent which is saving a lot of communication costs for those companies. During the trip organisations should give the customers an experience and give them the convenience that they have everything they want. People would like to know where they can find the public transport for example when they arrive at the destination. Timo Hinrichsen mentioned: “People are not willing to wait for their service, they want to decide when they use services, so they want to be flexible”. But most of the time people still have to wait for answers quite long when they e-mail a company, with the server of VVS AG it just takes around 14 seconds and you have already an answer. They use for example sms-services to send the people information about their trip (e.g. where customers can find the transfer, flight information, etcetera). Besides, Mysite has also a gate finder, information about the surrounding of accommodations, maps and information about attractions (museums and restaurants). But also checklists for before and after the trip, because especially German clients would like to plan their trips very detailed. Moreover, a download area is developed for the customers, where they can store receipts and vouchers.

 

I think for some people a online portal like Mysite can work to help them answering their questions about their trip. I think it’s good that you can search for information just on one channel and you don’t have to ask the tourism organization. But travelers are getting more knowledge and I think within a few years those kind of services will not exist anymore.
 

Click on the logo below to vistit the website.