Technology - a new generation: Technology - a new generation sponsored by


Technology - a new generation: Technology - a new generation Kurt Knackstedt Senior Director, International Markets, Cendant Adrian Watts Commercial Director, Trainline.com Limited Philippe Garnier Director Commercial Development, Hilton Hotels Corporation Roberto da Re CEO, Dolphin Dynamics sponsored by


What’s so special about a “post-it” note?: What’s so special about a “post-it” note? Kurt Knackstedt Cendant Corporate Travel Solutions sponsored by


Is it the Product, or the Purpose?: Is it the Product, or the Purpose?


Your mental “post-it note”: Your mental “post-it note” Technology is an enabler, not a panacea Spend more time implementing, and less time sourcing Look outside corporate travel for the “next big thing” It is a certainty that today’s gadgets are tomorrow’s trash, so your technology must be evolutionary, not revolutionary


“Nail Rail”: “Nail Rail” Adrian Watts Commercial Director, Trainline.com Limited sponsored by


And your reason for travel is…? : And your reason for travel is…?


Who is it that won’t book rail travel on-line?: Who is it that won’t book rail travel on-line?


Slide9: Mosaic Group: Symbols of Success Key Features Middle-aged Successful Rewarding careers Professional occupations High incomes High net worth Choicest housing Expensive cars Exotic leisure pursuits Top Postal Areas Guildford (GU) Kingston(KT) London (W) Slough (SL) St Albans (AL) High index of age 45-64, senior managers and the self-employed working in the private-sector, established home base, 49% have Residency of 9 + Years Significant travel in “Other” forms of transport to work (16%), although 65% use cars


Slide10: Mosaic Group: Urban Intelligence Key Features Liberal views Cosmopolitan tastes Well educated Full time students Professionals Cultural variety Open-minded Few children Young singles Top Postal Areas London (WC) London (EC) London (SW) London (W) London (N) High index of age 25-34, professionals working in the private-sector, transient home base (Residence < 1Year) Heavy reliance on public transport (33%) to travel to work, with 37% having no access to a car


The Science of Self Compliance - a case study : The Science of Self Compliance - a case study 9,000 active on www.thetrainline.com 6 months prior to ”official” launch, 4,850 transactions 64% of all bookings were advance purchase Of the “walk-up” fares, only 17% were full price open returns 69% used National TOD (E-Ticket) 96% on line – just 4% over the telephone


Technology - a new generation: Technology - a new generation Philippe Garnier Hilton Hotels Corporation sponsored by


Hotel distribution throughout the ages: Hotel distribution throughout the ages Channel 2 Channel 3 Channel 1 0 1534 1876 1953 1975 1990s 1995 TODAY


How can you book a hotel?: How can you book a hotel? indirect direct Distributed bookings Corporates Individual Crews CRS Brand websites Wholesalers/TOs Online distributors HBA Travel Agent Corporates GDS/Switch phone, fax, call in person… Company Intranet/SBT single sign on Non distributed bookings


Connectivity is key to hotels: Connectivity is key to hotels Benefits for customers No need to phone or fax bookings Price consistency across all channels Quick response times Accurate rates and availability Access to all inventory products What is it? Live availability of rates and inventory from hotel’s CRS


Connectivity is key to hotels: Connectivity is key to hotels Benefits for customers Control over price and inventory Move away from manual reservation entry Move away from allocations Easier to do business with Single point of control Time saving/training What is it? Live availability of rates and inventory from hotel’s CRS


Technology is key to service SMEs: Technology is key to service SMEs Key issues Ability to offer the right product through the right channel Ability to measure production to adjust corporate rate Ability to measure production to check compliance Hotel Chain sales SMEs Brand websites CRS Self booking tools


Technology is a strong driver to review processes: Technology is a strong driver to review processes best available rate corporate rate Key issue 1: corporate rates vs. web rates Key issue 2: online booking of meeting rooms enquiry/RFP quote book update rates and availability book online NOW FUTURE


It is not just a technology problem!: It is not just a technology problem! Roberto da Re CEO, Dolphin Dynamics sponsored by


Slide20: Technology makes a real impact on business models only when those businesses change enough to leverage such technology to deliver its promised benefits


Businesses that have changed: Businesses that have changed Airlines Less and Simpler fares Immediate settlement (ETKT, no BSP) Result Exponential growth of internet sales Direct Connects


Businesses that have changed: Businesses that have changed Travel Management Companies Transaction fees instead of commission From “order takers” to “consultants” Providers of added value Results Sophisticated POS/backoffice systems Better MIS systems and data, tracking Corporate Booking Engines


Others have not changed or less: Others have not changed or less Hotel Still very fragmented in many markets Rail Still a virtual monopoly in many countries Car Still very geared towards a “single supplier” relationship


If the objectives are: If the objectives are Aggregation Source from a variety of suppliers Source from the cheapest distribution channels Compliance Control the purchasing process Facilitate expense management etc..


Still a challenging task where: Still a challenging task where The current business models do not readily facilitate it “Corporation readiness” is low, hence implementation challenging


Possible low cost solutions?: Possible low cost solutions? Continued introduction of new business models by suppliers Implementation of industry standards Simpler business models = Easier systems = Higher adoption


Closing: Closing Technology could deliver today almost what you want but: Can the business model be changed to benefit from the technology? Can it be done at the right price point?