APG WORLD CONNECT 2012 EDITION Monaco, 24 - 26 October
Global Sky Services supported by its global CRM partner
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TABLE OF CONTENTS
Corporate Global Sky Services Overview & Services. Corporate UPSALE Overview & CRM solutions. Airline Passenger Expectations from a CRM point of view. GSS-UPSALE 麓s value-added set of services for airline companies. Conclusion
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Global Sky Services CORPORATE OVERVIEW
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GLOBAL SKY SERVICES AT A GLANCE GSS is pleased to introduce to APG WORLD CONNECT 2012 EDITION 麓s conference attendees its core business activities through a short video lasting around 1 and a half minutes.
This video can be viewed by clicking on the following link:
http://client.cac-pub.tv/generate.php?idv=3604 For additional information on GSS, please feel free to visit our web page:
http://www.globalskyservices.com
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GSS - OUR BUSINESS UNITS
Business units Booking
Consulting
Technology
Booking Centre Activities & BPO
CRM , IT and HR Booking Expertise
CRM solutions for Contact Centres
70% Revenue Stream
20% Revenue Stream
10% Revenue Stream
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GSS - MAIN REFERENCES GSS Customer Portfolio boosts over 15 references and by the end of 2012 several new names will be added!
www.sncf.com
www.blueyevideo.com
www.iberia.com
www.sita.aero
www.turkishairlines.com
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www.iata.org
www.itiview.com
www.mozaiquedelmundo.com
www.newcocoms.com
www.solis.pro 6
UPSALE at a glance
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UPSALE : A CLOUD SUPPORTED SOFTWARE COMPANY
Facts & Figures The first 100 % Cloud-supported CRM Application across Europe. More than 100 customizable integrated functions available in its standard set of solutions. Inbound & Outbound capabilities. Multilingual Pan-European hot-line available from Monday to Friday, standard office hours. In 2012: + 70 millions contacts handled per customer.
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NO IT & TELECOM CAPEX REQUESTED EASY TURN- KEY SOLUTION BETTER PRODUCTIVITY + 30% VERSUS COMPETITION HOMESHORE BASED CAPABILITY PLUG-COMPATIBLE WITH ALL MAJOR GDS (WEBSERVICES ORIENTED) MULTILINGUAL SET SERVICES
MAIN FEATURES & BENEFITS OF UPSALE TECHNOLOGY
New Customer Acquisition
Boost Sales ?
?
• Business & Premium PAX. • Airlines Surveys. • TO Holidays Packages.
?
Enhanced Customer Relationship Model • GDS & CRS extra CRM functions. • Welcome call before flight. • Customer Satisfaction call after flight completed. GSS Copyright 2010 · All rights reserved · www.globalskyservices.com
• Ancilliary products • Butler Services. • Click Click--toto-Web extra sales. • OnOn-line booking sales ++.
Reporting & Management
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• Real Real--Time statistics • Home shoring monitoring • Automatic Outbound reporting tool.
MAIN FEATURES & BENEFITS OF UPSALE TECHNOLOGY
More than 100 functions to boost your Airline Booking revenue stream!
Multi-operators VOIP – PSTN
Customer service Multichannel relationship
Recording Real time listening & op. assistance
Tele sales EDM
Phones Account administration
Appointment setup Geolocalisation Campaign management Supervision
Corporate IPBX Administration Call generator Management of special numbers
Scripting Production statistics
SaaS and / or
On Premise GSS Copyright 2010 · All rights reserved · www.globalskyservices.com
UPSALE CORPORATE PRESENTATION
The Most efficient Outbound & Inbound Customer Relationship Management Tool for Airline around globe! Easy to embed in your corporate workflows, Nowtis© and VoIPitis © will simplify your multi-channel customer relationship: Designed by CRM and used by more than 500 contact centers, Nowtis© and VoIPitis © allow you to manager your customer channel communication medias whilst mastering the security of your data. After receiving a quick training you will be able to: • Create a model with your customer relationship processes with a very comprehensive set of functionalities. • Enhance the production of your inbound or/and outbound telesales campaigns. • Optimize your multi-channel actions with our customizable dashboards. Its non intrusive “SaaS” technology combined with its “On-the-Cloud” capability will provide to your Booking Centre Management line a controlled and user-friendly access to each of your customer profiles regardless of your contact center premise location. GSS Copyright 2010 · All rights reserved · www.globalskyservices.com
UPSALE - MAIN CUSTOMER PORTFOLIO
Germany MEDIA PRINT GROUP Spain GSS FRANCE Domestic Market
Morrocco Solar Industries Access Telesevices Tifawall Pro
Isra毛l SMEDICALL Tunis ECOSTAFF Congo
Kowe茂t - Qatar Capago Mena
SUNPHENIX STATE CENTRAL BANK
South Africa French Embassies
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Airline Passenger Profiling (El Prat Airport- Barcelona) Handled by the E.U University in Barcelona
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PASSENGER ENQUIRY
Gender 27,27% Male Female 72,73%
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PASSENGER ENQUIRY
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PASSENGER ENQUIRY
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PASSENGER ENQUIRY
Is it a MUST DO action to be contacted by the Airline Company? Yes
No
31% 69%
Airlines sales and marketing department MUST fulfill their passengers expectations by implementing an innovative outbound campaign either by email, phone or SMS to improve its customer satisfaction. Due to day-to-day business constraints in their internal booking centers , Airline Management might be willing to outsource this task to an external CRM vendor: Global Sky Services has the in-depth expertise to carry out this task on an around the clock and around the globe basis! GSS Copyright 2010 路 All rights reserved 路 www.globalskyservices.com
GSS & UPSALE Features & Benefits for the Airlines
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NEW PREMIUM CLASSES PASSENGER ACQUISITION
To identify new premium classes customers for IBERIA in France. Main GSS target were SMB companies exporting their goods and services to Latin America not yet targeted by IBERIA own sales force departing from cities such as Nantes, Marseille, Nice, Bordeaux, Lyon and Toulouse. GSS麓s objective defined by IBERIA was to generate additional revenue stream in the French market place without a new sales budget.! Thanks to GSS, IBERIA France increased its Premium Class revenue by 4% from its 2011 fiscal year!
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INNOVATIVE AIRLINE PASSENGERS PROFILING INTEGRATED TO ANY CRS SYSTEMS
B2C
Fares Shopping Services
Amadeus,EDS SITA..
Frequent Flyer Program B2B
Airline Passenger Expectations
IN OUT
CRM
Booking & Payment Services TO Deal management Services User & Account Services
Nowtis
Middleware & Hosting Infrastructure
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External System Adapters
GDS DDBB
Integration API
GDS or CRS Booking Engine
Web Services API
On line Users
GDS Web
Services providers
Data bases & Exchange
Ancillary Services Providers
Passenger Profile & Information
Multichannel capabilities
INTEGRATED TO ANY CRS SYSTEMS
CRM integrated to your GDS or CRS systems GSS Copyright 2010 路 All rights reserved 路 www.globalskyservices.com
CONCLUSION GSS & UPSALE PARTNERSHIP The Global and exclusive GSS & UPSALE partnership will provide each Airline Business Community member the following value-added services:
More Premium & Business PAX sold! Better Passenger Airline profiling ! Innovative and Multichannel CRM technology! Turn-key Inbound & Outbound contact centre set of solutions! Software as a Service business model! Significant Improvement in terms of Airline Customer Satisfaction!
THANKS – MERCI – DANKE - GRACIAS GSS Copyright 2010 · All rights reserved · www.globalskyservices.com