Presented to the Big League Users Group by:Presented to the Big League Users Group by:Paul CovingtonPaul Covington

Covington International TravelCovington International Travel

MaestroMaestro – the customer information – the customer information system, CRM, and profile synch toolsystem, CRM, and profile synch tool

IssuesIssues

Profile synchronizationProfile synchronization Existing products limited in scopeExisting products limited in scope Online booking tool systems only work Online booking tool systems only work

from that one product to the GDSfrom that one product to the GDS Add/delete/modify labor intensiveAdd/delete/modify labor intensive

IssuesIssues

Marketing efforts were cumbersomeMarketing efforts were cumbersome Customer information scattered in Customer information scattered in

several databasesseveral databases Manual updatesManual updates No way to target marketNo way to target market Took too longTook too long

Separate databasesSeparate databases

Profile information (GDS & MS Profile information (GDS & MS Access)Access)

Mailing listMailing list Email listEmail list Clientbase (Virtuoso)Clientbase (Virtuoso) Globalware (travel history)Globalware (travel history)

BeforeBefore Client

Employee

Employee

Employee Employee

Apollo PAR

Profile Database

ClientBASE+

Resx Mail List

Employee

Manual Load Process

1st Load Only

Updates

Virtuoso

Apollo PNR

ClientChanges

White arrows indicate the direction of information flow. Under our old system, too many people were involved in a profile change – it took too long and had the potential for inconsistencies.

Recently we added a two-way data transfer with Rearden Commerce’s booking tool. Clients can update in Rearden, Maestro will receive the changes and update all other systems.

AfterAfterClient Employee

Resx VirtuosoApollo PAR Apollo PNR

Profile Database Mail List Client

BASE+XX XX XX

Rearden

With Maestro, the client can update his or her own information using a web interface.

Internal employees use a similar (but more comprehensive) web application to update information.

Maestro then pushes the changes out to all other systems.

A Brief TourA Brief Tour

Employees use Internet Explorer to access information.

As the agent types a name, Maestro presents a list of clients that match what has been typed. The agent can continue typing or select from the drop-down list.

Navigation: The main menu is in dark blue at the top, and sub-menus are listed below.

Tabs help organize the information.

The Email tab lets us configure how the client wishes to receive itineraries, newsletters, promotions, and alerts.

The Forms of Payment tab is where we designate credit cards for airline ticket purchases, hotel guarantees, etc.

The Preferences tab lists airline seat, meal, car and hotel preferences. It also lists membership program numbers and status for air, car, and hotel.

This information is vital for targeted marketing. The Interests tab is currently configured to coincide with Virtuoso interests and destinations, but is customizable to your own agency’s marketing tags.

The Marketing/Operations tab lets us designate marketing labels and contact sources. It is also where we specify how to interface to Apollo, Resx, Rearden and Virtuoso.

Traveler history lists three years of prior purchases. This helps agents serve the client, and helps marketing target an audience for promotions by travel spend.

The Unused Tickets section lists all the unused documents for the client: etickets, paper tickets, MCOs, etc. With the click of a mouse, agents can also see used and expired documents.

The Traveler Search section is where marketing goes to generate targeted lists of clients for promotions.

You can search based on all the criteria listed on this screen. In this example, we are searching for anyone with the interest of Family Adventures or Family Vacations.

The resulting list can be printed or exported in Excel, comma-delimited (mail list) or CSV (email/e-flyer) formats.

The Reports section allows us to produce a number of reports, either for the entire company or limited by the criteria choices shown here. Our example report is Unused Tickets for one corporate customer.

Reports can be printed from this screen, or exported in a number of standard formats.

Pleasant SurprisesPleasant Surprises

Never realized how many clients we Never realized how many clients we booked travel for who never had a profile booked travel for who never had a profile built.built. Used to rely on the traveler or travel arranger Used to rely on the traveler or travel arranger

to fill out a profile form, which didn’t always to fill out a profile form, which didn’t always happen.happen.

Now the agent fills out information as they do Now the agent fills out information as they do the booking.the booking.

Phone number lookups let us tie inbound Phone number lookups let us tie inbound call information to specific corporate call information to specific corporate accounts and travelers.accounts and travelers.

Maestro InterfacesMaestro Interfaces

Inbound data from:Inbound data from: AgentsAgents Clients (via Clients (via

website)website) HR data feedsHR data feeds Rearden CommerceRearden Commerce GlobalwareGlobalware

Outbound data to:Outbound data to: ApolloApollo Rearden CommerceRearden Commerce ResxResx VirtuosoVirtuoso Standard formats: Standard formats:

Excel, CSV, XML, Excel, CSV, XML, PDFPDF

BenefitsBenefits

Central source of client informationCentral source of client information Consistent dataConsistent data Agents can focus on customer serviceAgents can focus on customer service

Easier searches, including across officesEasier searches, including across offices ““Book me in that hotel I stayed in 3 Book me in that hotel I stayed in 3

months ago”months ago” Marketing has unprecedented access Marketing has unprecedented access

to data for target marketing (interests, to data for target marketing (interests, travel spend, etc.)travel spend, etc.)

BenefitsBenefits

Operations can be proactiveOperations can be proactive Email notifications for expiring credit cards, Email notifications for expiring credit cards,

passports, unused travel documents, etc)passports, unused travel documents, etc) Labor savings (let the client do the typing)Labor savings (let the client do the typing) Speed to marketSpeed to market

We can communicate with and market to our We can communicate with and market to our customers more quickly and appropriatelycustomers more quickly and appropriately

We can roll out new corporate customers We can roll out new corporate customers fasterfaster

Like the conductor of an Like the conductor of an orchestra, Maestro brings all the orchestra, Maestro brings all the pieces into harmony, helping you pieces into harmony, helping you

conduct your business better!conduct your business better!

For questions or to set up a demo, For questions or to set up a demo, contact Paul Covington at contact Paul Covington at

PaulC@covtrav.comPaulC@covtrav.com