WorldConnect 2012 Day 2 Gold Session - GSS Michel Dufour by APG NETWORK

APG WORLD CONNECT 2012 EDITION Monaco, 24 - 26 October

Global Sky Services supported by its global CRM partner

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

Global Sky Services CORPORATE OVERVIEW

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

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

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

www.iata.org

www.itiview.com

www.mozaiquedelmundo.com

www.newcocoms.com

www.solis.pro 6

UPSALE at a glance

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.

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

• 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

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

Airline Passenger Profiling (El Prat Airport- Barcelona) Handled by the E.U University in Barcelona

PASSENGER ENQUIRY

Gender 27,27% Male Female 72,73%

PASSENGER ENQUIRY

Is it a MUST DO action to be contacted by the Airline Company? Yes

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

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!

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

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

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!