LINK has many clients in the travel sector. This sector requires a higher standard of competence when developing the strategy for roaming and number management. Within this industry, we note also that the specifications for timing are even higher and mobile communication becomes especially important.
Example:
SMS solution to manage reservation at a hotel that appears to be fully booked at the travel agents web site. The customer asks the hotel through a web portal, if the hotel gets a late cancellation and manages to offer a room to the travel agent a SMS is generated on the fly which gives the traveller 12 hours to accept. This SMS also includes information of payment.
SMS communication with the passenger at the destination. The passenger can easily answer the message and the travel company can easily associate the answer with their customer in the data base. The system has support 24/7.
Mobile web sites with information of emergency phone numbers for every destination.
Kuoni is a global travel agent - in Sweden they are most known as Apollo. In 2009 the corporation's turnover was $1 billion. Kuoni is the third largest travel agent with over 400.000 travellers 2009. For more information: www.kuoni.com.
Background
Microsoft CRM is gradually introduced for the whole Kuoni Group, starting with the Nordic countries. LINK Mobile Solutions's messaging services is integrated with the Microsoft CRM system allowing SMS dialogue to replace the previously expensive phone communication.
Prior to departure the traveller receives a text message from Apollo with an offer for an effective SMS service for information and any questions arising at the destination. We have established a static short number to make it easier for the traveller to remember it. LINK Mobile Solutions's platform handles all incoming and outgoing messages that flows between travellers and Kuonis helpdesk.
Advantages
Automatic outgoing text messages from Kuoni's CRM system through LINK Mobile Solutions's platform with information such as flight updates. 24/7 service for incoming questions from customers that is handled by Kuonis multilingual helpdesk effectively raises the service level for the traveller who gets access to immediate help. At the same time making the flow easier to maintain for Kuoni.
Customer service can send their answers through outgoing messages as response to customers abroad which leads to savings and possibilities for centralized and local responsibility. Everything is managed through Kuoni's own tools enabling a swift and easy handling of cases.
Objective
More effective way of receiving catalogue orders. Invitations to information meetings.
Background
Outgoing SMS - EF has previously used e-mail and conventional mail communications but lacked the direct capability to come in contact with their potential customers and existing customers, quickly and without delay. Incoming SMS - EF wanted to give their potential customers the opportunity to use mobile phones when ordering materials and other information, and to provide these materials the day after orders were placed.
Solution
LINK SMS - common tool for customer information via SMS.
Potential customer sends an SMS text message for a specific purpose. A text message is automatically sent back to the sender. Incoming text messages are then converted into e-mail and sent to appropriate staff at EF. When EF wants to send an invitation, the recipients are already on a predefined recipient list.
Results
EF now has the capability to remind customers of, for example, information meetings in their cities on the day they are being held, or to promote special time-restricted offers just prior to deadlines. EF is seeing improved attendance at their meetings and gatherings around the country, and that more people are ordering materials via text messaging, which is both better for the customers and more cost-effective for EF.
