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Spectrum Health Protravel International,

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Presentation on theme: "Spectrum Health Protravel International,"— Presentation transcript:

1 Spectrum Health Protravel International,
515 Madison Ave, New York, NY 10022

2 Overview Top 10 agencies in U.S. $550+ million in annual sales
650+ employees 22 locations in US and London Protravel Online Booking System Animation effects give motion to text, pictures, and other content on your slides. Besides adding action, they help you steer audience focus, emphasize important points, transition between slides, and maximize slide space by moving things on and off. Used well, animation effects bring flair, spice, and surprise to your presentations. Full Service London Office Protravel International, 515 Madison Ave, New York, NY 10022

3 Offices in 22 key locations
Protravel International, 515 Madison Ave, New York, NY 10022

4 Our Mission Service Cost Containment Information Systems Technology
Relationship Management Protravel International, 515 Madison Ave, New York, NY 10022

5 VALUE The Value Cycle SERVICE SAVINGS TECHNOLOGY
RELATIONSHIPS INFORMATION TECHNOLOGY Protravel International, 515 Madison Ave, New York, NY 10022

6 National Account Manager – Christie Roels
Describe who the key owners of the account will be, their roles and responsibilities. National Account Manager – Christie Roels Liaise between Protravel and Spectrum Health Monitor Travel Policy Monitor Dedicated Travel Department Report Analysis Quality Management Monitor Client Feedback Crisis Management Initiate quarterly account meetings Advise on vendor contracts Industry Benchmarking Dedicated Team of Agents Reservations Ticketing Choice / Responsiveness Accurate and Timely Information Direct Telephone lines incl. toll free lines Dedicated 24/7 access, over 75 countries Protravel International, 515 Madison Ave, New York, NY 10022

7 Online over the internet
Describe your reservation methodology options for Spectrum Health (phone, , web). Telephone Call the agent directly on direct inward dial lines and make the booking over the phone while you are on the line. Once confirmed to you over the phone an confirmation will be forwarded to you and we will await further instructions from you. your request directly to your dedicated account executive and the reservation will be made and a confirmation will be ed back to you. We will await further instructions from you. Online over the internet Make your reservation online via our internet-based booking system. Completed reservations are queued to your dedicated account executives for QC and ticketing. Protravel International, 515 Madison Ave, New York, NY 10022

8 Describe your preferred supplier relationships with respect to airlines, hotels and rental cars.
Supported by all top airline sales support desks Number one agency for many airlines Relationships at highest levels “Back Door” access to many airlines Senior Management sit on many airline advisory boards Hotels ABC Corporate Rate Program – 25,000+ hotels (15% - 35% discount) Top Producer worldwide for VIRTUOSO Protravel’s Preferred Program – At least 5 hotels in most major cities where we have preferred rates Client specific negotiated rates Senior Management sit on advisory boards of Leading Hotels, Preferred Hotels, Four Seasons, Ritz Carlton Preferred Partner – Four Seasons Member of Ritz Carlton STAR’s program Rental Car Companies Hold preferred rates with most major car rental companies Top Producer in U.S. Hertz and Avis among independent agencies Protravel International, 515 Madison Ave, New York, NY 10022

9 Describe all quality control functions you perform quantitatively, including lowest logical fare, preferred hotel offering, primary rental car offering, etc. Manual Check for client specific rates Bargain Finder Program Web Fares Protravel Rate Desk Automated 180+ programmable fields to check for Low Fare Check Seat Assignment Waitlist Clearance Frequent Flyer Number Continuity Errors Etc Travel Policy Compliance Check for Data Integrity Exception Report All exceptions placed into monthly management reports and sent to client Protravel International, 515 Madison Ave, New York, NY 10022

10 Reservation Process Manual QC Spectrum Health Protravel International,
EXCEPTION REPORT Client-Specific Negotiated Rates QCX POLICY COMPLIANCE SABRETM “BARGAIN FINDER PLUS” Spectrum Health LOW FARE CHECKT TICKETING WEB FARES DATA QUALITY INTERNATIONAL RATE DESK Protravel International, 515 Madison Ave, New York, NY 10022

11 Reservation Process Manual QC Spectrum Health Protravel International,
EXCEPTION REPORT Client-Specific Negotiated Rates QCX POLICY COMPLIANCE SABRETM “BARGAIN FINDER PLUS” Spectrum Health LOW FARE CHECKT TICKETING WEB FARES DATA QUALITY INTERNATIONAL RATE DESK Protravel International, 515 Madison Ave, New York, NY 10022

12 Reservation Process Automated QC Spectrum Health
EXCEPTION REPORT Client-Specific Negotiated Rates Automated QC QCX POLICY COMPLIANCE SABRETM “BARGAIN FINDER PLUS” LOW FARE CHECKT Spectrum Health TICKETING WEB FARES DATA QUALITY INTERNATIONAL RATE DESK Protravel International, 515 Madison Ave, New York, NY 10022

13 Reservation Process Automated QC FAIL Spectrum Health
EXCEPTION REPORT Client-Specific Negotiated Rates Automated QC FAIL QCX POLICY COMPLIANCE SABRETM “BARGAIN FINDER PLUS” LOW FARE CHECKT Spectrum Health TICKETING WEB FARES DATA QUALITY INTERNATIONAL RATE DESK Protravel International, 515 Madison Ave, New York, NY 10022

14 Reservation Process Automated QC FAIL FAIL Spectrum Health
EXCEPTION REPORT Client-Specific Negotiated Rates Automated QC QCX POLICY COMPLIANCE SABRETM “BARGAIN FINDER PLUS” LOW FARE CHECKT Spectrum Health TICKETING WEB FARES FAIL DATA QUALITY INTERNATIONAL RATE DESK FAIL Protravel International, 515 Madison Ave, New York, NY 10022

15 Reservation Process Spectrum Health Protravel International,
EXCEPTION REPORT C;ient-Specific Negotiated Rates QCX POLICY COMPLIANCE SABRETM “BARGAIN FINDER PLUS” LOW FARE CHECKT Spectrum Health TICKETING WEB FARES DATA QUALITY INTERNATIONAL RATE DESK Protravel International, 515 Madison Ave, New York, NY 10022

16 Quality Control Continued
Post Ticketing All confirmations and travel documents delivered or ed to traveler 24/7 Emergency Coverage Ongoing issues handled by our emergency desk 24/7/365 Post Trip All information pertaining to trip sent to traveler on invoice All information pertaining to trip sent to Finance Department in Management Reports Refunds Protravel International, 515 Madison Ave, New York, NY 10022

17 Describe how you handle flight changes/cancellations including the communications process and rescheduling of other reservations. Changes During business hours travelers should call their agent directly on a toll free number to make the change. Changes are made on the fly and new information is given to the traveler over the phone and then followed up with a confirmation . If time permits, or the traveler prefers, all of the above can be accomplished by . Outside of business hours, all calls are queued to our 24/7 emergency reservation agents and they take care of everything. Protravel International, 515 Madison Ave, New York, NY 10022

18 Standards relating to Resolving Service Issues
When it comes to resolving service issues for the client there is only one acceptable standard – the client must be 100% satisfied with the resolution. Agents Agents are empowered to manage client expectations and to resolve issues to the best of their ability. They are trained to “pass it on” when necessary to their National Account Manager National Account Manager Empowered to resolve most travel-related or client-related issues. Chief Operating Officer Unresolved issues are past on to the COO President Unresolved issues are past on to the President Protravel International, 515 Madison Ave, New York, NY 10022

19 Describe your 24 hour emergency services. Who staffs this operation?
24/7/365 Emergency Calls After hours travelers can be assisted by calling our Emergency Reservation Center. Toll free number available from U.S. Toll free numbers in over 75 countries printed on your itinerary so you have nothing to remember. Protravel’s Emergency Reservation Center is a computerized travel service center. Provides professional service if you experience a problem while traveling, or need after-hours emergency assistance. The toll free number you call is a dedicated line for Protravel International Service clients only. Agents are dedicated to Protravel only. Multilingual Assistance available. Emergency calls are free of charge. Protravel International, 515 Madison Ave, New York, NY 10022

20 FF upgrades are inventory controlled
Describe your process for managing frequent flyer upgrades such as NWBiz Perks and United PerksPlus. Upgrades Wherever we are able we will readily assist with Frequent Flyer upgrades FF upgrades are inventory controlled FF upgrades are managed by the airlines We can often waitlist inventory for FF upgrades We can place records on upgrade queues depending on traveler status with the airline Gold – 24 hour upgrade Platinum – 72 hour upgrade Exec Platinum – 100 hourupgrade Etc Credit card miles and/or frequent flyer miles can be cashed in for upgrades Protravel International, 515 Madison Ave, New York, NY 10022

21 Compare apples to apples Lowest fare in market might not be applicable
Will you guarantee lowest fare within company guidelines and refund any difference deemed to be the agency’s fault? AIR YES We are so confident about this we will refund twice the difference if we are wrong Lowest logical fare Compare apples to apples Lowest fare in market might not be applicable HOTELS We recommend that you ask on check-in whether there is a lower rate available. Hotel inventory is fluid and changes all the time. Cancellations and no-shows impact rates at any given moment CARS Always ask for a lower rate when you pick it up. They will often give a complementary upgrade. Protravel International, 515 Madison Ave, New York, NY 10022

22 Describe your ability to provide custom and ad hoc reports
Management Reports are customized based on client requests. Reports can be generated in multiple formats. Reports can be encrypted and accessed over the Internet. Protravel International, 515 Madison Ave, New York, NY 10022

23 Unused Electronic Tickets
Unused ticket report is run monthly and forwarded electronically to agents DQB*ETU UNUSED ELECTRONIC TICKET 21-NOV-05 REPORT LAST DISPLAYED ON 18-NOV-05 DATE TO BE PURGED FROM REPORT 30-NOV-05 PASSENGER NAME CFA CODE TICKET NUMBER ORIGINAL DATE OF ISSUE 001 DOE/JOHN DLB 15SEP05 002 SHEPHERD/TONY ONP 003 VLITAS/PETER DEW 004 JACKESON/AJ FJY 19SEP05 005 SOLANO/EDIE DEM 21SEP05 006 LaROSA/MICHELE HFD 06OCT05 007 FINK/TOVA HJJ 13OCT05 008 SMITH/ANDREW KPO 19OCT05 009 JOHNSON/CAROL EDW 24OCT05 010 PETERS/JONATHON VAA 25OCT05 011 LARKIN/RICHARD NMK 012 MORAN/CHRISTOPHER YUO 28OCT05 Agents pull out client details Unused ticket details are attached to client profile to be applied for future trip Protravel International, 515 Madison Ave, New York, NY 10022

24 Describe your ability to provide accurate data based on organizational hierarchy (cost center, employee ID, etc) Cross Fire A highly sophisticated “post-ticketing” program allowing us to generate detailed travel management reports. Cross Check A highly sophisticated “pre-ticketing” program allowing us to generate detailed travel management reports. Global Matrix There are three distinct components: A financial / accounting component A relational database component A report generator component Online Reporting With a unique user name and password clients can access basic reports online Protravel International, 515 Madison Ave, New York, NY 10022

25 Fee Structure Domestic Agent Assist Reservation $30
International Agent Assist Reservation $45 Online Reservation $15 Voided Tickets No Charge Emergency After-Hours Service VIP Emergency After-Hours Service $50 per incident (Those clients identified to us as VIP travelers will receive a unique telephone number different to the regular emergency hotline.) Hotel Reservation Rental Car Reservation Protravel International, 515 Madison Ave, New York, NY 10022

26 Web Bookings Book Online For Lower Transaction Fees
Protravel International, 515 Madison Ave, New York, NY 10022

27 Automatic or Agent Fulfillment
Web Bookings Book Online Automatic or Agent Fulfillment The Reservation Process Quality Control Report Generation Protravel International, 515 Madison Ave, New York, NY 10022

28 Protravel responsibility Spectrum Health responsibility
Implementation Implementation Staff Protravel responsibility Spectrum Health responsibility Implementation Schedule Profiles Online System Welcome Letter etc Implementation Costs All costs absorbed by Protravel Implementation Time Frame Depending on how the account is to be rolled out Protravel International, 515 Madison Ave, New York, NY 10022

29 Post Implementation Agent Review
All agents are monitored by supervisors to ensure that they have a firm understanding of all elements of the travel policy. Agent productivity in regards, telephone calls, errors, complaints, speed and volume of reservations booked and ticketed are all closely studied to ensure superior performance levels. Performance is monitored, not in a punitive manner, but in an effort to encourage the agents to perform at high levels. Technology Review This is done to ensure all of Protravel’s automated quality control procedures are functioning correctly. All equipment and software is monitored to ensure no downtime in the travel service. MIS Review This is carried out in an effort to ensure that all data management is carried out in an efficient and effective manner. It also allows for on-going customization of all travel management reports. Performance Review Meetings Quarterly performance review meetings are proposed to protect the integrity of the overall travel management program. Protravel International, 515 Madison Ave, New York, NY 10022

30 Thank You Protravel International, 515 Madison Ave, New York, NY 10022


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