Presentation is loading. Please wait.

Presentation is loading. Please wait.

Dean Sivley | COO and General Manager Corporate Travel Solutions Orbitz Worldwide.

Similar presentations


Presentation on theme: "Dean Sivley | COO and General Manager Corporate Travel Solutions Orbitz Worldwide."— Presentation transcript:

1 Dean Sivley | COO and General Manager Corporate Travel Solutions Orbitz Worldwide

2 Orbitz Worldwide at a Glance 1,700 employees, 1,700 contractors/outsourced ~1,000 domestic ~700 international ~1,700 outsourced positions primarily in customer service and technology 3 primary locations Chicago (Global Headquarters) London (ebookers Headquarters) Sydney (Flairview Headquarters) Four owners in four years Airlines, Public, Cendant, Blackstone Key StatisticsBrands

3 $110.0 $100.0 $90.0 $80.0 $70.0 $60.0 $ % %50 %40 %30 %20 %10 %0 % Online $s Bils US Managed Corporate Travel Market * * Source: PhoCus Wright US$Bs % Online $94.0 $99.0 $102.0 $ % 37% 42% 48%

4 $110.0 $100.0 $90.0 $80.0 $70.0 $60.0 $ % %50 %40 %30 %20 %10 %0 % Online $s Bils European Corporate Travel Market * * Source: PhoCus Wright US$Bs % Online $88.2 $90.9 $94.6 $98.1 5% 8% 14% 22%

5 $110.0 $100.0 $90.0 $80.0 $70.0 $60.0 $ % %50 %40 %30 %20 %10 %0 % Online $s Bils APAC Corporate Travel Market * * Source: PhoCus Wright US$Bs % Online $60.0 $63.0 $67.0 $70.0 4% 11%

6 Consolidated Corporate Travel Market * * Source: PhoCus Wright $242.0 $253.0 $264.0 $ vs (US$Bs)

7 Impact to Corporate Travel Marketplace With 1-Hour Outage Over $30M per hour in lost revenue Add in Leisure travel and South America and your cost per hour of lost revenue is approximately $75M/hour Dont potential travelers call back? Contact ratio issues Customer loyalty and satisfaction

8 Service Level Commitment Orbitz Worldwide Corporate Travel Services Customer Service Center 80% of calls will be answered within 30 seconds Weekly reports verify phone response times attained Site Availability Website will be available 99% of the time If Website unavailable, company will charge online fees for offline transactions

9 Industry Challenges - experienced agents in a geographically centralized environment Fees have been declining in an environment with elimination of commissions and other incentives This has led to a need to move away from on-site travel agents, to consolidated, low-cost centers that house agents How can the industry leverage telecommunications capabilities to provide consolidated benefits without the geographic challenges of finding an experienced workforce?

10 At-Home Agent Technology IP agent software – works in Internet environment with home- users DSL/modem IP and VPN software gives home agents security, access to programs and applications

11 Challenges With At-Home Agent Technology Coverage Can wireless help? Quality Second line required for pure voice connection at appx $40/line/month Security Sufficient bandwidth calculated to the volume of forecasted volume

12 Two Corporate Travel Industry Trends Affecting IEEE As the globalization trend accelerates, partnerships and sharing of data & calls, applications and information will become even more critical and call for global solutions Travel 2.0 – personalization, contextual relevance Travel 2.0 in 2007Travel in 1987

13 OrbitzTLC Mobile Access Implemented on Orbitz for Business in March 2007 Check itineraries, flight status and last-minute hotel availability from any wireless device/Web-enabled cell phone First introduced on Orbitz.com in August 2006 SM

14 Travel Reliance on Wireless Communications Mobile Technology OrbitzTLC Alerts More than 80 million alerts since out of 10 travelers give us cell phone numbers

15 The Future of Corporate Travel and Technology At-Home Agent Programs and Virtual Call Centers Globally-enabled solutions in a wired and wireless environment Travel 2.0 and telecommunication-enabled innovation


Download ppt "Dean Sivley | COO and General Manager Corporate Travel Solutions Orbitz Worldwide."

Similar presentations


Ads by Google