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Travel & Tourism IndustryBusiness Drivers
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Travel & Tourism Industry
Optimise CapacityUtilisation
ReduceCosts
Key Business DriversKey Business Drivers
Grow Market Share
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Business Strategies
Extend GuestServices
Business Partnerships
Custom TailoredTravel Packages
Rent/leasingof excess Resources
Optimise CapacityUtilisation
Customer LoyaltyProgram
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Optimise Capacity UtilisationExtend Guest Services
Strategy:Create New Guest Services
Offer a range of new leading edge products and services that are innovative and create additional revenue streams -inflight/inroom facilities
Differentiate products/services for the Business Traveler, Leisure Traveler ,Tourist or customised Personalisation
Objective:Increase revenue streams by offering new innovative guest services
Leisure services, Interactive entertainment, mobility services, video on demand & Internet access
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Optimise Capacity UtilisationCustomer Loyalty Programs
Strategy:Customer Loyalty Programs
Frequent Flyer Hotel Frequent Guest Visa/Fly Buys Point Cards Frequent Rental Car Hire Restaurants Duty Free
Objective:Increase Sales to existing customer baseEncourage more frequent & longer Travel/Guest stays
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Optimise Capacity UtilisationBusiness Partnerships
Strategy:Business Partnerships
Partner with companies which Offer complementary travel industry solutions, eg. Insurance companies, etc.
Objective:Grow your market share by developing strong business partnerships
Access to larger markets/larger customer base - Domestic/Global
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Optimise Capacity UtilisationCustomer Tailored Travel Packages
Strategy:Custom Tailored Packaging
Personlisation/customisation Niche markets - skiing, diving, last minute Segment of the market (business, leisure, Tourist) Value Add
Objective:Increase sales
Entice customers to invest in personalised offerings and packaged offerings.
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Optimise Capacity UtilisationRental/Leasing/Sale of Excess Resources
Strategy:Rent/Leasing of Excess Property/room Space
Online Auction of flights/rooms - Last minute specials Rent/Lease excess property/office space/carrier space
Objective:Increase revenues though alternate channels
Achieve maximum occupancy/capacity levels through other channels/offers
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Business Strategies
Brand Extension/Positioning & TargetMarkets
Acquisitions &Strategic Alliances
Establish aPresence withTourism bodies
Grow MarketShare
Establish New distribution channels
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Grow Market ShareBrand Extension/Positioning &Target Markets
Strategy:Extend Brand Extension/Positioning & Targeting Markets
Entering into new markets Focusing on Niche Markets Bundling/Packing offers for a targeted Traveler or segment
Objective:Increase Revenues through Brand Extension/Positioning & targeting Markets
Airlines are entering into Mobility & Wireless Comm. Personalisation for Loyal Customers Packaging all areas of tourism (car rental, hotel, travel)
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Grow Market ShareAcquisitions & Strategic Alliances
Strategy:Acquisitions & Strategic Alliances
Acquire affiliate/competing Partners Form Strategic Alliances to leverage services/offerings Complementing services for packaging to increase $ point
Objective:Grow Market share by acquiring other companiesGrow Market share by forming Strategic Alliances
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Grow Market ShareEstablish New Distribution Channels
Strategy:Establish New Distribution Channels
Agents, Wholesalers, Call Centre Internet Procurement Member of Portal Partners
Objective:Grow market share by expanding your exposure & revenue through new distributions channels
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Grow Market ShareMembership of Tourism Bodies
Strategy:Establish a Presence with Tourism Bodies
Online Presence Marketing/Campaign Presence Industry endorcment/credibility
Objective:Grow market share by expanding your presence/access through alternate channels
Tourism Bodies Portals
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Business Strategies
Join Buying Group,Promotional &Marketing scheme
Effective Staff Training
Consolidation ofBack office Processesand Outsourcing
Leading edge internal processes & technology
Reduce Costs
Internet Access &Reservations/bookings
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Reduce CostsJoin Buying group, Promotional & Marketing Scheme
Strategy:Join Buying group, promotional & Marketing Scheme
E-Procurement Consortium for marketing & promotion. Aggregation of purchasing spend
Objective:Reduce purchasing costs, promotional & Marketing costs by belonging to larger buying group
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Reduce CostsEffective Staff Training/Flexible Staff
Strategy:Effective Staff Training/Flexible Staff - rostering system
Objective:Reduce costs by retaining trained staff
Web based training Technology based training Match staff to service requirements
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Reduce CostsConsolidate Back of House Processes
Strategy:Consolidation of Back of House Processes
integrating of processes Outsourcing of non core processes
Objective:Reduce costs by consolidating or outsourcing Finance, reservations , IT Help Desk, telecommunications infrastructure and Education.
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Reduce CostsInternet Access & Reservations/bookings
Strategy:Internet Access & Reservations/Booking
Online Presence - Reservations/Bookings & Information Access global & domestic markets
Objective:Increase Revenues by providing internet Access & Reservation booking systems
Build a user friendly, easy to navigate web site which offers tourist information & online bookings & payments
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Reduce CostsLeading Edge Technology & streamlined internal Processes
Strategy:Leading Edge Internal Processes & Technology
PMS - Property Management Systems CRS - Customer Reservation Systems GDS - Global Distribution Systems CRM -Customer Relationship Management
Objective:Reduce costs and improve service levels by implementing leading edge technology and automating internal processes
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Travel & Tourism Industry
Industry Overview
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Topics
Market Overview Industry Definitions Industry Issues Telco Positioning, Competitors & Partners Glossary of Terms
Value Chain Business Drivers & StrategiesMap to Telco CapabilitiesValue DemonstrationCase StudiesTelco Industry Strategy
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Market Description
Hospitality, Travel & Tourism Sector defined as The vast, complex network of businesses engaged in the lodging, transportation,
feeding, and entertainment of the traveler from WTTC
The industry sells intangibles ‘Total Travel Experience’ through packaging products & services.
Key Market Segments: Hospitality - Hotels, accommodations, clubs, cafes & restaurants Travel - Air & land people transport, Travel agents & Airports Tourism - Domestic & International Tour operators and state & federal
Government Tourism Department
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Market Overview
Market size A$ 60 Billion annual turnover Growing at 10%- 15% per annum (2001/02 projected .4% decline) 4.5% of GDP 13% of total export earnings 64% of total service export earnings
Employs almost 1 million Australians 690,000 directly & 290,000 indirectly 7.5 % of total employment in Australia
Domestic and International Travel Figures Approximately 4.7 million international visitors per year
International 22% Domestic Tourism 67% Domestic Business 11%
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Market Overview
Diverse growth across the sector Air Transport International & Domestic, Hotel Accommodations, profitability will
decline by 4.2% 2001 - 2002Decline due to the following factors:
Impact of GST Increased Fuel Prices Slow down in the economy Oversupply of accommodations
- Hotels/serviced apartments. Exchange Rate movements leading to a decrease in overseas travel. Impact of recent Terrorist attacks
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Market Overview
Growth reflecting sales volume increases but prices falling
Lower value of the Australian dollar to Euro and US
leading to an increase of inbound travelers and increasing travel within
Australia
Increase in inbound and Domestic Travel
“See Australia”
Competition
cheaper domestic airfares due to new entrants (Virgin Blue)
Focus on Niche Markets & Personalisation
Increase in major international events held in Australia
conference, sporting events, etc.
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Market Overview
Key Success Factors Loyal Customer Base
loyalty programs Establish a clear market position & differentiation amongst competitors Efficient channel management & leveraging brand Business Expertise of Operator
having a skilled & flexible team - enhanced experience Products & packaging links with other related Transport,Travel & Tourism products Optimum capability & asset utilisation Effective business model
being part of a buying or franchise group, joint promotional & marketing schemes
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Market Overview
Key Success Factors, cont. Well developed internal processes
reservation & booking systems, property management systems, on-line training, integrated systems
Pricing less complex, packaged and tailored for the market sector
New Distribution Channels outbound marketing & Internet
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Market Trends
Expansion of Customer Loyalty Programs -
Enhanced Packages/offers
Online access to flight departures/arrivals & information
Services and products
Personalisation
convenience & choice
Expansion of Guest/Travel Services
Additional services/products through currency exchange dealers/travel agents
Enhanced range of services
Leading edge technology for guest services to provide point of differentiation
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Market Trends
Online reservation/booking systems
For both the Airlines and hotels, booking reservations and access to
information systems on the Internet is of growing importance, eg
E-ticketing
• Caters to hotels and the Airlines
Portals & Interactive Web sites
• Membership of a broader tourism association site
• E-Procurement - indirect purchases
M-commerce
• Purchase of tickets & bookings through hand held devices
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Market Trends
Streamlining of Business Processes
Integration of back Office processes in the industry with centralised data
processing and storage
payroll, reservations, IT help desk & finance
Outsourcing IT & Telecommunications Services
Requirement to provide hotels with Managed IT & telecommunications services
to reduce capital expenditure and provide for variable cost base.
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AIRLINES HOTELSTransport
% x Revenue
Labour Expenses 22.3 2541.6
Fuel 13.3 -- 5.0
Maintenance + Repair 15.9 -- 6.0 Passenger Services 9.3 --
-- Sales & Marketing 12 -- -- Operating LeasesOperating Leases 3.8 3.8 ---- 8.4 8.4 Sub Contractors -- -- 9.2 Depreciation & Amortisation 7.8 7.9 6.3 Other Expenses 6.0 47.9 16.8 Total ExpensesTotal Expenses 90.490.4 80.880.8 93.393.3 Earnings Before Interest & Tax EBIT Earnings Before Interest & Tax EBIT 9.6 9.6 19.219.2
6.76.7 INTERESTINTEREST 1.5 1.5 5.2 5.2 .5 .5 TAXTAX 3.0 3.0 5 5 2.5 2.5
NPATNPAT 5.1 5.1 9 9 3.7 3.7
Key FinancialsIndustry Income statement & Balance Sheet
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Bass ACCOR HiltonAverage
% x Revenue
Labour Expenses 21 -- -- 25
Consumables 18 -- -- 18 Other Expenses 34.2 80.7 64.8 29.9 Depreciation & Amortisation 5.2 7.5 11.1 7.9 Total ExpensesTotal Expenses 78.478.4 88.288.2 75.975.9 80.880.8 Earnings Before Interest & Tax EBIT Earnings Before Interest & Tax EBIT 21.621.6 11.811.8 24.124.1
19.219.2
INTERESTINTEREST 3.8 3.8 1.7 1.7 10.210.2 5.2 5.2 TAXTAX 5.3 5.3 3.7 3.7 6.0 6.0 5 5
NPATNPAT 12.512.5 6.4 6.4 7.9 7.9 9 9
Key FinancialsIndustry Income statement & Balance Sheet - Hotels
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Federal Express Toll TPG(TNT)Average
% x Revenue
Labour Expenses 41.6 -- 28.1 Sub Contractors 9.2 -- -- Rentals & Leasing Fees 8.4 -- -- Depreciation & Amortisation 6.3 1.5 11.1 2.9 Repairs & Maintenance 6.0 -- -- Fuel 5.0 -- -- Other 16.8 -- -- Total ExpensesTotal Expenses 93.393.3 96.296.2 90.790.7 93.493.4 Earnings Before Interest & Tax EBIT Earnings Before Interest & Tax EBIT 6.7 6.7 3.8 3.8 9.3 9.3
6.6 6.6
INTERESTINTEREST .5 .5 .3 .3 .7 .7 .5 .5 TAXTAX 2.5 2.5 .5 .5 2.6 2.6 1.9 1.9
NPATNPAT 3.7 3.7 3.0 3.0 5.4 5.4 4.2 4.2
Key FinancialsIndustry Income statement & Balance Sheet - Transport
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Industry Issues
Grow & Retain Market Share
Acquisitions & consolidation in both the hotel & Travel industry
Clarity of Brand & targeted Market positioning
Reduce Costs
Integrating back office Processes
Online bookings & payments
Optimum capacity utilisation
matching aircraft with routes, hotel rooms, yields, etc.
Effective control systems to manage yields better and increase earnings
Automation of internal processes
reservation systems that integrate with other service providers, ground
handling, flights & maintenance
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Industry Issues
Low value A$ dollar Increases inbound travel/tourism Decreases outbound travel/tourism Fuel Costs Capital Costs - Aircraft, etc.
Impact of GST On discretionary spending
Staffing Online Training Flexible staff Staff retention - incentives
Guest/Travel Services Offering leading edge technology in guest rooms
wireless lan, internet access, video on demand, interactive entertainment
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Industry Issues
Globalisation
Need for globally competitive offerings
Weakening Economy
Global impact of the inbound/outbound Business travel
Exchange Rates
Mergers and Acquisitions
Competition:
New carriers entering the market offering cheaper airfares
Accommodations
serviced apartments/Hotels
oversupply and lower demand for accommodations relevant to 2000
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Industry Issues
Seasonallity Demand Management of seasonal inbound/outbound travel Management of demand for the increase in large international events held in
AustraliaImpact of Technology
Video conferencing potentially contributing to a decline in Business Travel
Offering leading edge technology in guest rooms/on flights to create new revenue streams
Real time access to product & service availability both domestically and internationally
Safety Security Terrorism
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Telco Positioning
The Hospitality, Travel & Tourism (H,T&T) segment generates approximately $271m in revenue to the Incumbents
Majors and SME Major customers make up approximately 70% of this revenue. Major customers, Qantas and SITA make up approximately 58% of this revenue.
Review Industry market share: Estimated total market(Inc SITA) $199 Million Telco Approx % market Share 38%
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Telco Competition
Domestic Telecommunication Providers Optus/Singtel, TCNZ/AAPT, Vodafone, Orange
Global Telecommunication Providers MCI Worldcom, Global One, BT, AT&T, Equant, NTT
Minor Carriers and Service Providers Primus, RSL, WorldCom, Powertel, Global One, WorldxChange and AAPT(focused
on CBD)New Entrants into the Market
Energy companies, Railways & Airlines (Virgin Mobile)Niche Players
Skynet Global (wireless Lan), Intertouch (high speed accessInternet Providers & Internet Telephony
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Target Partners
QantasMicrosFidelioAlcatelFoxtelPhonewareWebpointAtlasNokiaLayer 9 - Wap SolutionsMobileSoft - Equity funded by TelcoSITACiscoAlcatelNortel
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Potential Direct Involvement in the IndustryVirgin/Telco Business Frequent Flyer Program
An alliance that could mean that Virgin offered frequent flyers with co-branded Telco services including Internet access with Qantas Frequent Flyer points being awarded for the usage of these services.
Telco.com business travel siteTelco could establish a travel site under
Telco.com in conjunction with Virgin.
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Industry Associations & Players
Key Industry Associations & players Association (Who they are) What do they do? Key contacts Comindico involvement
National Tourism Alliance – previously Tourism Council of Australia (TCA)
Peak industry lobby body. Total of 30,000 associated members
TBA – MD Chris Brown TTF – Policy
I nbound Tourism Organisation of Australia (I TOA)
Peak body for I nbound Tour Operators. Total of 1000 members
Peter Shelley- MD Anna Taylor -Marketing
Tourism Task Force Major lobby body for the industry. 125 key players in the industry.
Chris Brown - CEO
Australian Hotel Association Lobby body for Hotels. Richard Mulcahy- MD
Hotel & Motel Accommodation Association
Alternative lobby group for Hotels. Denis Winchester - MD
Australian Federation of Travel Agents
Lobby group for travel agents Mike Hatton
Meetings I ndustry Association of Australia
Relationship to be enhanced J enny Lambert
E Horner & Associations Key Consultant to the Hospitality industry Ted Horner
Tourism Training Australia Relationship to be enhanced
Federal Minister Sport & Tourism
Federal offi ce of Sport & Tourism Hon. J ackie Kelly
See Australia Domestic Tourism I nitiative - $8m by Fed Govt, $8m state tourism & $6 privately funded
Graham Perry- MD
Australian Tourist Commission
Federally f unded organisation whose charter is to sell Australia internationally
J ohn Morse- MD
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Main Industry Research Bodies
Main Industry Research Bodies
Organisation Web site
Tourism Forecasting Council www.isr.gov.au/ sport_tourism/ index.html
CRC f or Sustainable Tourism
Bureau of Tourism Research www.btr.gov.au
ABS www.abs.gov.au
Tourism Task Force – will do research on our behalf
Contact: Karl Flowers
Telephone: (02) 9368 – 1500
I bis www.ibisworld.com
Comindico Market Knowledge Management Group
intranet website on its way
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Mobility Wireless Lan, WAP, GPRS, Prepaid Mobility Packages
Efficient Customer & Supplier Management ASP models (Front & Back of House)eg. Micros Fidelio
Call Centre Solutions IVR, CTI, Voice and Internet
Ecommerce & Ebusiness Solutions Internet information access, Internet bookings & payments
Bill Pay Broadband, ISP Access, Data Storage, Web Hosting, EFTPOS Network, Electronic
catalogue
Industry Applications
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Managed Solutions/Services managed PABX/Voice, total Infrastructure outsource Competitive Edge/Loyalty
Smartcards, access cards for travel & hotels, Guest Services in room internet and entertainment
Integrated Branch Networks IP VPN QOS, Soft Contact Centre Solutions
Video Conferencing/Teleconferencing
Industry Applications
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Glossary of Terms
CRS - Customer reservation systemPMS - Property management systemTTF - Tourism Task ForceFOH - Front of HouseBOH - Back of HouseGDS - Global Distribution SystemTA - Travel AgentSTP - Satellite Ticket PrintersCRM - Customer Relationship ManagementHRN - Hotel Reservation NetworkRev PAR - Revenue Per Available Room
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Business Strategies
Optimise Capacity UtilisationExtend Guest Services
Customer Loyalty Program
Business Partnerships
Custom Tailored Travel Packages
Rent/Leasing/Sale of excess Resources
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MobilitySolutions
Packaging
Call Centre
Interactive TV
Data Storage
Optimise Capacity Utilisation Map Telco Capabilities
Extend GuestServices
SmartcardsPre-Paid CardsWAP
Wireless Lan/Bluetooth
Broadband Payment Options
Content/E-mail
Video/MusicOn Demand
Video Conferencing
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Strategic Alliances
Packaged Mobility Solutions
Call Centre
ISP - content
Data Storage
Optimise Capacity Utilisation Map Telco Capabilities
Loyalty Program
SmartcardsPre-Paid CardsWAP
Web Hosting(retrieval/reservations)
BillpayCRM
ASP
KioskPackaging
Call Centre
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Domestic & GlobalNetwork Access
Electronic Catalogue Hosting
Optimise Capacity Utilisation Map Telco Capabilities
Business Partnerships
PackagedSolutions
Web Hosting
Bill Payment
DataStorage
BroadbandPOS/ADSL
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Web Hosting
Optimise Capacity Utilisation Map Telco Capabilities
Packaging
SmartcardsPre-Paid Cards
WAP Applications
E-catalogue
IP NetworkOnline Payment
ASP/CRM/Forecasting Data Storage
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Broadband/Video Conferencing
Bill Payment
Optimise Capacity Utilisation Map Telco and Partner Capabilities
ExcessSurplus Resources
Web HostingWAP
Data Storage
SMS
Internet Travel
Virtual Contact Centres
IP Network
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Business Strategies
Grow Market ShareBrand Extension/Positioning & Target Markets
Acquisitions & Strategic Alliances
Establish New Distribution Channels
Membership of Tourism Bodies
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Interactive TV
Internet Travel
Grow Market ShareMap Telco Capabilities
Leverage Brand
SmartcardsPre-Paid CardsWAP
Wholesaler/Reseller
Packaging Bill Pay
Colocation
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PrivateNetwork
Service Bundling
Call Centre
ManagedServices
Packaging
Grow Market Share Map Telco Capabilities
Alliances
SmartcardsGlobal POP’s
Web Hosting
ScalableInfrastructure
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IP VPN’s
Packaged Solutions
Call Centre
ISP Services
Data Storage
Grow Market Share Map Telco Capabilities
Distribution Channels
SmartcardsPre-Paid CardsWAP/SMS
Web Hosting
Internet Travel
Broadband
Contact Centre Solutions
Contact Centres
Interactive TV
Electronic Cataloguing
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Web Hosting
Catalogue Hosting
Call Centre
IVR/ContactCentre
Grow Market Share Map Telco Capabilities
Member of TourismBody
Click to Call
Network Access -TPIPS,ADSL, Argent
Billpay
Broadband
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Business Strategies
Reduce CostsJoin Buying Group, Promotional & Marketing
Scheme
Effective Staff Training/Flexible Staff
Consolidation of Back of House Processes
Internet Access & Reservation/bookings
Leading Edge Internal Processes & Technology
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Web Hosting/Colocation Managed
Services
Call Centre
Internet Travel
BillPay
Reduce CostsMap Telco Capabilities
Aggregated Buying/Promotion/Marketing
Smartcards
POS/ADSLWAPMessaging
Outbound MarketingContact Centre
BroadbandVideo streaming
SMS
FranchisePlan
Data Storage
IP VPN’s
IVR
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Web Hosting
Voice over IP
Call Centre
ASP
Reduce Costs Map Telco Capabilities
Staff Training &Rostering
ADSL/Argent
E-LearningWAP
Wideband IP
Video Conferencing
IP VPN
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Web Hosting
Bundled/Packaged Services
Call Centre
Data Storage
Reduce Costs Map Telco Capabilities
IntegratedProcesses
IP VPNCo-LocationASP
Contact Centre
Managed Services
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Web Hosting
Packaging
Call Centre
Bill Pay
Reduce Costs Map Telco Capabilities
Online Communications
ADSL/ArgentEFTPOS
ContentWAP/SMS
ASP FirewallsVirus detection
Wideband Catalogue Hosting
IP VPNManaged Services/Desk Top Support
Kiosks
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Web Hosting
Call Centre
IP VPN’s
Data Storage
Reduce Costs Map Telco Capabilities
Leading Edge TechnologyAutomating Processes
SMS(flight info)
ADSL/POS
WAP- Reservations & Info
Broadband Bill Pay
Contact Centre (IVR)
VPN’s
ASP
Wireless Lan
Smartcards
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Travel & Tourism Industry(Value Chain)
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Travel & Transport Value ChainMap our Capabilities
Benchmark
InfrastructureandResources
MarketingMaterial andCollateral
Sales Process
Deliver theExperience
Monitor &Survey CustomerFeedback
StrategyFormulation
Competitive AdvantageCompetitive Advantage
Leading Edge/Develop New BusinessLeading Edge/Develop New Business
BasicBasic
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Corporate Voice and Data NetworksCorporate Voice and Data NetworksCorporate Voice and Data NetworksCorporate Voice and Data Networks
Map Telco CapabilitiesBasic
Contact Centre 13/1800Contact Centre 13/1800IVR/CTIIVR/CTI
Contact Centre 13/1800Contact Centre 13/1800IVR/CTIIVR/CTI
InternetInternetInternetInternet E-mailE-mailE-mailE-mailMobilesMobilesMobilesMobiles
Infrastructureand
Resources
Deliver theExperience
Monitor &Survey Customer
FeedbackBenchmark
Strategy Formulation
MarketingMaterial andCollateral
Sales Process
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Map Telco CapabilitiesCompetitive Advantage
Benchmark
InfrastructureandResources
MarketingMaterial andCollateral
Sales Process
Deliver theExperience
Monitor &Survey CustomerFeedback
Strategy Formulation
E-communitiesE-communitiesE-communitiesE-communities
Global ConnectivityGlobal ConnectivityGlobal ConnectivityGlobal Connectivity Wireless LanWireless LanWireless LanWireless Lan
ASPs - Video on Demand, PMSASPs - Video on Demand, PMSASPs - Video on Demand, PMSASPs - Video on Demand, PMS
IP VPN SolutionsIP VPN SolutionsIP VPN SolutionsIP VPN Solutions Loyalty ProgramLoyalty ProgramLoyalty ProgramLoyalty Program
KiosksKiosksKiosksKiosks Pre-paidPre-paidCardsCards
Pre-paidPre-paidCardsCards
StaffStaffRosteringRostering
StaffStaffRosteringRostering
Direct Direct Marketing-Marketing-Call CentresCall Centres
Direct Direct Marketing-Marketing-Call CentresCall Centres
CRMCRMPersonalisPersonalis
ationation
CRMCRMPersonalisPersonalis
ationation
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Map Telco CapabilitiesLeading Edge, Develop New Business
Benchmark
InfrastructureandResources
MarketingMaterial andCollateral
Sales Process
Deliver theExperience
Monitor &Survey CustomerFeedback
StrategyFormulation
GPRSGPRSGPRSGPRS
WAP ApplicationsWAP ApplicationsWAP ApplicationsWAP Applications
Managed Solutions & OutsourcingManaged Solutions & OutsourcingManaged Solutions & OutsourcingManaged Solutions & Outsourcing
E-Learning , M-Commerce , Interactive web sites, CPFRE-Learning , M-Commerce , Interactive web sites, CPFRE-Learning , M-Commerce , Interactive web sites, CPFRE-Learning , M-Commerce , Interactive web sites, CPFR
Direct Direct Marketing-Marketing-Call CentresCall Centres
Direct Direct Marketing-Marketing-Call CentresCall Centres
CRMCRM(ASP?)(ASP?)CRMCRM
(ASP?)(ASP?)
Video on Demand/BroadbandVideo on Demand/Broadband
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Value Chain
Benchmark
InfrastructureandResources
MarketingMaterial andCollateral
Sales Process
Deliver theExperience
Monitor &Survey CustomerFeedback
Strategy Formulation
IOSIOSIOSIOS
PCPC RegisterRegister
PCPC RegisterRegister
E-mailE-mailE-mailE-mail EFTPOSEFTPOSEFTPOSEFTPOS
Intranet / HostingIntranet / HostingIntranet / HostingIntranet / Hosting
E-communitiesE-communitiesE-communitiesE-communities
Global ConnectivityGlobal ConnectivityGlobal ConnectivityGlobal Connectivity Wireless LanWireless LanWireless LanWireless Lan
ASPs - Video on demand, PMSASPs - Video on demand, PMSASPs - Video on demand, PMSASPs - Video on demand, PMS
IP SolutionsIP SolutionsIP SolutionsIP Solutions Loyalty ProgramLoyalty ProgramLoyalty ProgramLoyalty Program
KiosksKiosksKiosksKiosks Pre-paidPre-paidCardsCards
Pre-paidPre-paidCardsCards
StaffStaffRosteringRostering
StaffStaffRosteringRostering
DirectDirect MarketingMarketing
DirectDirect MarketingMarketing
CRMCRMPersonalisatPersonalisat
ionion
CRMCRMPersonalisatPersonalisat
ionion
GPRSGPRSGPRSGPRS
WAP ApplicationsWAP ApplicationsWAP ApplicationsWAP Applications
Managed Solutions & OutsourcingManaged Solutions & OutsourcingManaged Solutions & OutsourcingManaged Solutions & Outsourcing
Collaborative Planning Forecasting & Replenishment (CPFR)Collaborative Planning Forecasting & Replenishment (CPFR) Collaborative Planning Forecasting & Replenishment (CPFR)Collaborative Planning Forecasting & Replenishment (CPFR)
Direct Direct MarketingMarketing
Direct Direct MarketingMarketing CRMCRM
(ASP?)(ASP?)CRMCRM
(ASP?)(ASP?)
BasicBasic
CompetitiveCompetitiveAdvantageAdvantage
Leading Edge,Leading Edge,New BusinessNew Business
Internet Mobiles E-mailInternet Mobiles E-mailContact Centre 13/1800Contact Centre 13/1800
IVR/CTIIVR/CTICorporate Voice and Data NetworksCorporate Voice and Data Networks
Video on Demand/BroadbandVideo on Demand/Broadband