Presented to the Big League Users Group by: Paul Covington Covington International Travel

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Maestro the customer information system, CRM,
and profile synch tool

• Presented to the Big League Users Group byPaul
  CovingtonCovington International Travel

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Issues

• Profile synchronization
• Existing products limited in scope
• Online booking tool systems only work from that
  one product to the GDS
• Add/delete/modify labor intensive

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Issues

• Marketing efforts were cumbersome
• Customer information scattered in several
  databases
• Manual updates
• No way to target market
• Took too long

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Separate databases

• Profile information (GDS MS Access)
• Mailing list
• Email list
• Clientbase (Virtuoso)
• Globalware (travel history)

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Before
Client
White arrows indicate the direction of
information flow. Under our old system, too many
people were involved in a profile change it
took too long and had the potential for
inconsistencies.
Employee
Employee
Employee
Employee
Employee
Apollo PAR
Apollo PNR
Client Changes
Client BASE
Updates
Manual Load Process
1st Load Only
Profile Database
Resx
Mail List
Virtuoso
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After
Client
Employee
Recently we added a two-way data transfer with
Rearden Commerces booking tool. Clients can
update in Rearden, Maestro will receive the
changes and update all other systems.
With Maestro, the client can update his or her
own information using a web interface.
Internal employees use a similar (but more
comprehensive) web application to update
information.
Maestro then pushes the changes out to all other
systems.
Resx
Virtuoso
Apollo PAR
Apollo PNR
Rearden
X
X
X
Profile Database
Mail List
Client BASE
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A Brief Tour

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As the agent types a name, Maestro presents a
list of clients that match what has been typed.
The agent can continue typing or select from the
drop-down list.
Employees use Internet Explorer to access
information.
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Navigation The main menu is in dark blue at the
top, and sub-menus are listed below.
Tabs help organize the information.
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The Email tab lets us configure how the client
wishes to receive itineraries, newsletters,
promotions, and alerts.
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The Forms of Payment tab is where we designate
credit cards for airline ticket purchases, hotel
guarantees, etc.
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The Preferences tab lists airline seat, meal, car
and hotel preferences. It also lists membership
program numbers and status for air, car, and
hotel.
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This information is vital for targeted marketing.
The Interests tab is currently configured to
coincide with Virtuoso interests and
destinations, but is customizable to your own
agencys marketing tags.
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The Marketing/Operations tab lets us designate
marketing labels and contact sources. It is also
where we specify how to interface to Apollo,
Resx, Rearden and Virtuoso.
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Traveler history lists three years of prior
purchases. This helps agents serve the client,
and helps marketing target an audience for
promotions by travel spend.
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The Unused Tickets section lists all the unused
documents for the client etickets, paper
tickets, MCOs, etc. With the click of a mouse,
agents can also see used and expired documents.
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The Traveler Search section is where marketing
goes to generate targeted lists of clients for
promotions.
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You can search based on all the criteria listed
on this screen. In this example, we are searching
for anyone with the interest of Family Adventures
or Family Vacations.
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The resulting list can be printed or exported in
Excel, comma-delimited (mail list) or CSV
(email/e-flyer) formats.
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The Reports section allows us to produce a number
of reports, either for the entire company or
limited by the criteria choices shown here. Our
example report is Unused Tickets for one
corporate customer.
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Reports can be printed from this screen, or
exported in a number of standard formats.
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Pleasant Surprises

• Never realized how many clients we booked travel
  for who never had a profile built.
• Used to rely on the traveler or travel arranger
  to fill out a profile form, which didnt always
  happen.
• Now the agent fills out information as they do
  the booking.
• Phone number lookups let us tie inbound call
  information to specific corporate accounts and
  travelers.

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Maestro Interfaces

• Inbound data from
• Agents
• Clients (via website)
• HR data feeds
• Rearden Commerce
• Globalware

• Outbound data to
• Apollo
• Rearden Commerce
• Resx
• Virtuoso
• Standard formats Excel, CSV, XML, PDF

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Benefits

• Central source of client information
• Consistent data
• Agents can focus on customer service
• Easier searches, including across offices
• Book me in that hotel I stayed in 3 months ago
• Marketing has unprecedented access to data for
  target marketing (interests, travel spend, etc.)

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Benefits

• Operations can be proactive
• Email notifications for expiring credit cards,
  passports, unused travel documents, etc)
• Labor savings (let the client do the typing)
• Speed to market
• We can communicate with and market to our
  customers more quickly and appropriately
• We can roll out new corporate customers faster

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Like the conductor of an orchestra, Maestro
brings all the pieces into harmony, helping you
conduct your business better!
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For questions or to set up a demo, contact Paul
Covington at PaulC_at_covtrav.com