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Back‐Office Best Practices
How Travel Management Companies can achieve greater
efficiencies and a competitive edge with an integrated
back‐office solution
Norm Rose
Senior Technology and
Corporate Market Analyst,
PhoCusWright
Spence Knudson
Chief Financial Officer
Key Travel
Key Travel
Charles Johnston
h l h
Director of Agresso Travel
Solutions
Agresso
TMC Back‐Office Best Practices
How Travel Management Companies Can Achieve Greater Efficiencies and a
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Competitive Edge with an Integrated Back‐Office Solution
November 10, 2009
Norm Rose
Senior Technology and Corporate Market Analyst
nrose@phocuswright com
nrose@phocuswright.com
Overview
• What is an ERP?
• Travel Booking Process with Stand‐Alone Systems
• BI Provides Unique Insight
• Developing a Business Case for an Integrated ERP Solution
• Summary
What is an ERP?
What is an ERP?
• Enterprise Resource Planning (ERP) systems are comprised of multiple, tightly
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integrated “modules” or applications that allow companies improved insight into
and control over their internal business processes
• ERP solutions began with manufacturing companies in the 1960s
• In 1990s these ERPs became the backbone of most medium to large businesses
• Debit Memos
• Commission Tracking , Collection and Reconciliation
• Data Validation and Clean‐Up
What is Driving the Demand for an
Integrated Back‐Office?
• Th N d M
The Need to Manage Risk in a Competitive Global Environment
Ri k i C i i Gl b l E i
– Inefficiency and inadequate visibility associated with disparate back‐office
systems
• D
Demands of Global Commerce
d f Gl b l C
– The need to seamlessly consolidate information on a global basis
• Inability to Manage Change
– Reorganizations
– Mergers and Acquisitions
– Regulatory Reporting Requirements
BI Provides Unique Insight
BI Provides Unique Insight
• Real BI Provides Analysis that is Not Apparent by Simply Running Reports
– True cost of sale for a given corporate client
True cost of sale for a given corporate client
– Comparative profitability between client segments
Specialized IT support
IT support IT staff must support travel
IT staff must support travel accounting and
accounting and Knowledge needed
Knowledge needed for a single system reducing
for a single system reducing
other agency apps the requirement for specialized support
Business intelligence access to all reservation Limited reporting capabilities. Often must feed An integrated data warehouse is part of the
information system into stand‐alone data warehouse or BI solution with all information is available across
system modules
Improved processing for debit memos
Improved processing for debit Research debit memos is a core function, but
Research debit memos is a core function but Easy tracking of debit memos and charging
Easy tracking of debit memos and charging
limited options to charge back mistakes caused back if error originated with the customer
by the customer
Integrated HR module N/A Fully integrated solution can look at the
employee based on total contribution
• Understanding the Cost of Poor Technology
• The Substantial ROI of a Fully Integrated Enterprise‐Level Solution
• Establishing a Business Case for Integrated ERP
Established 1980
Focused on the third sector
charities, universities, faith‐based and
other not for profit organisations
Over 2000 customers
Gross Sales of over £55m
Offices in London, Manchester and
Brussels
131 staff
131 staff
Privately owned
Why CentralCommand?
Multi‐GDS interface
Multi GDS interface
Globally scalable
Open architecture
Open architecture
Improved control over process and data
Robust MI capability
Robust MI capability
Enhanced customer documentation
Cost Effective
Cost Effective
System Developments
Trainline integration
Trainline integration
Visa POS
Invoicing and MI
Invoicing and MI
Mid‐Office Query
Open Architecture
Trainline Rail Integration
Previously rail bookings were manually keyed to mid‐office
Now files received every 15 minutes from rail provider
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Custom‐built transformation programme
Files automatically ingested by CentralCommand
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Over 6000 transactions processed since system go‐live
Integrated Air/Rail reporting
Reduction of 1.5 FTE’s
Code extended to handle additional rail company in Belgium
Open Architecture
Vi P i fS l
Visa Point of Sale
GDS used as primary source of
GDS used as primary source of
bookings, but requires GDS training
POS built in one month using in‐
house development
house development
Auto interface to CentralCommand
Improved reporting and workload
Improved reporting and workload
management
Improved information accuracy
(edits/validations)
GDS Independence results in 20%
productivity improvement
Enhanced customer documentation and MI
IInvoicing and MI
i i d MI
Agresso report creator used to
Agresso report creator used to
generate bespoke invoice
Rich invoice data
Improvement in customer invoice
approvals
Customer MI now consistent with
Customer MI now consistent with
internal MI due to single source
database
Improved control over process and data
Mid Offi Q
Mid‐Office Query
Benefits
25 second saving
Real‐Time Data
Better quality
Built In House
Real‐Time information delivered to the Agent
Address Information Account Manager
Booker details
Booker details PO/Budget Code/etc requirements
/ d d / i
Credit Limits
Summary
Improved data integrity and consistency
Enhanced customer documentation and reporting
Increased MI and decision making capability
Increased staff productivity and cost reduction
Cost Savings of £500k in manpower when combined with
front office automation
Questions?
Thank‐You
for attending.