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SkyGate Front
Operations made easy
SkyGate Front is
our customer centric, productivity enhancing multi-channel front-office
solution. SkyGate Front brings together the wealth of information that is
necessary for an agent to make the right decisions at the right time -
increasing customer loyalty and profitability. Customer policy and
requirements, traveller preferences, contracts, low-cost alternatives,
destination information and agency rules - are just a few of the
parameters that the travel counsellor needs to take into account when
serving a customer and that are readily available via SkyGate Front.
SkyGate Front makes information available based on the what-when-where
principle - what is needed, when it's needed and where
it's needed, to ensure that only the most relevant information is
available at any time.
In addition, SkyGate Front contains real-time quality control so that the
counsellor is never in doubt about what needs to be done to complete the
booking, a "super PNR" for multi-channel follow-up and complete
itineraries, time monitoring so that you can easily track how much time
you are actually spending on a customer and many, many more features.
SkyGate Front is available as a stand-alone module, integrated with
SpeedFares or as part of Newport. Know
Your Customer
It’s no longer necessary to check
different systems, rely on unstructured remarks in a GDS profile or laps
of paper to keep track of information about your customers. With SkyGate
Front, you get:
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A single
repository. The customer repository can be generated through multiple
sources: Sales, KAM, Back-Office data, Customer Service, Reservation
Data, Customer portals; and replicated and utilised in multiple
channels, e.g. GDS profile, Internet Booking Engine's etc.
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Information
at your fingertips – including policy and preferences, credit
limits, contract and fee information, to mention but a few areas. In
the front office, profile information is displayed based on the
context of the booking flow, so as to only display what is necessary,
when it is necessary and where it is necessary. Your travel counsellors have immediate
access to all client and product related information, without needing
to involve the back-office, saving time and offering faster service
and putting an end to wasted time hunting for paper files, mislaid
details or quotes
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Improved
customer care – a wealth of information based on e.g. destination,
provider and customer is readily available and accessible, both for
informational purposes, but also making it easier to sell additional,
potentially high-revenue, services.
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Personalised
service, from all employees – by integrating all customer and
reservation data across all channels, Newport allows all employees to
access information about a specific customers flight, often used hotel
in London, claims, reservation or favourite holiday destinations. This
enables the travel counsellors to base all communication, reservations
and service on the customer’s profile, ensuring that the customer
receives a consistent level of service, no matter which travel
counsellor the customer is speaking to.
Improved
Efficiency
Knowing your
customer enables you to offer a personalised service, whilst SkyGate
Front's productivity enhancing tools gives each individual more time to
spend with their customers, without the improvement in productivity
impacting the quality of service offered to the customer.
Examples of
SkyGate Front's productivity enhancing features are:
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Enriched GDS
host features including the point and click generation of commands,
command history of recent displays, command recall of recent inputs,
host keys for repetitive actions, and more, making access simple and
cost-effective.
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Multi-host
support (e.g. GDS and low cost carrier) and one host entry, two
displays – one availability entry in the GDS, results in a GDS
response and a SpeedFares low cost carrier response – in parallel.
The results are displayed side by side, making all the necessary
information available to the agent with a single glance.
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One queue
system/cross-channel workflow – all queues, independently of whether
they are generated in SkyGate Front, Amadeus or back-office, are
displayed in one place, it’s no longer necessary to check ones
queues in three or four different systems.
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Real time
quality control based on back-office parameters and/or customer
profile information. The PNR is quality controlled whilst it is being
generated ensuring that all information is included in the PNR and no
need to re-work incomplete bookings rejected in the back-office, or
for time-consuming follow up calls with the customer.
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Multiple
search capabilities, enabling the quick and easy search for
reservations with parameters not available in the GDS, e.g. all
reservations on a specific day to a certain airport, with a specific
carrier (in case of strikes etc.), across multiple hosts.
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Inter-team
support, enabling team members to support other teams, e.g. managing
the queues during quiet periods.
Sell
Smarter
With more time to concentrate on the customer, and a better knowledge of
the customer to offer a personalised service, the final step is to sell
smarter. Through Newport multi-host access capabilities and the
capabilities within destination information to highlight additional
products per destination or carrier (e.g. train connections in London) as
well as the easy integration of third party sales processes (e.g.
insurance, train), the travel counsellors now have opportunities to
propose additional services, increasing revenues and customer loyalty.
By integrating
business intelligence and CRM data, you can quickly analyse corporate
metrics to give a uniform picture of your customers, their buying patterns
and their impact on your overall business performance as well as
identifying cross-sell and up-sell opportunities and facilitate new
account acquisitions.
Click on the thumbnails to see examples of SkyGate Front in action or download
more information here (PDF).
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