The Challenge
The Challenge:
  • Travel and Hospitality companies struggle with lead and opportunity management despite having customer data. Customer data is often not managed properly leading to sales agents reaching out repeatedly without any context.
  • Even though there may be opportunities to upsell and cross-sell such as packages, procuring travel visas, arranging forex and other ancillary services, the lack of an integrated customer profile leads to companies missing out on business opportunities.
  • The industry is highly impacted by negative reviews as a single review can spread like wildfire in this age of social media.
What does the industry need?
Personalized service
The sales team and customer support team must have complete information of customer profile to ensure informed and personalized discussion with the clients.
Minimize customer effort
Teams should be able to respond to customer queries and issues and provide targeted relevant service across channels.
Mobile productivity
All data, documentation, and processes must be digitized and accessible on mobile so that the sales team remains productive while on the go.
Our Solution
Our Solution:
iERA Travel and Hospitality is an Azure Machine Learning driven solution with Omni-Channel features. The solution seamlessly integrates with Office Productivity suite, Liability systems, Booking Engines, Caller Telephony, Customers & Partners portals that are integral to the Travel and Hospitality sector.
iERA Travel & Hospitality suite includes:
Sales and Customer Management
  • Build a 360° profile of your customers.
  • Track all your interactions with prospective customers in one place.
  • Cross-sell and upsell easily with detailed interaction history.
  • Lead to Booking lifecycle management
One Stop Omnichannel Solution
  • Empower agents with customer information all in one place.
  • Integrates with your call center provider for customer support.
  • Integrates with your booking engine for a seamless customer journey.
  • Embedded with chatbots and AI to automate marketing and support functions.
Business Intelligence
  • Empower agents with customer information all in one place.
  • Integrates with your call center provider for customer support.
  • Integrates with your booking engine for a seamless customer journey.
  • Embedded with chatbots and AI to automate marketing and support functions.
Features:
Agent Enablement
  • Onboard Agent and manage booking through Agent Portals
  • Standardizes and automates process workflows by providing a seamless lead and opportunity management system.
  • Reduces cost of sales and omnichannel engagement.
  • Enables Mobile Productivity .
  • Helps increase output per resource.
Unified Service Desk
  • 360° view of accounts enables the sales team to have informed discussions with clients.
  • In-built SLA timers ensure timely responses to queries and complaints.
  • Fosters long term relationships through customer delight.
  • Provides social insights for sentiment analysis.
  • One View from Lead to Booking with seamless integration with leading travel booking engines.
Service Intelligence
  • Integrated Voice-of-Customer driven sales helps to identify and convert disgruntled customers into delighted ones.
  • Integrated customer profiles help plan personalized experiences to win brand loyalty.
  • Strong customer experience helps convert customers into your brand campaigners.
Actionable Business insights
  • Actionable analytics to adapt your business and take corrective actions to changing market demands
  • Live dashboards and interactive reports
  • Proactively address customer needs
Why iERA?

Easy adaptability
The learning curve is low as the platform is designed in the context of MS Office.

Customized MIS and Document Management
The platform has Real-time Dashboards, Interactive reports, Simplified exploration, and complete goal management automation. It also has a streamlined document management system through integration with SharePoint or Azure blob.

Centralized data for global access
The platform has a common Data Model across all Business apps. It has ready-connectors for integration with all major 3rd party applications so that you can plug and play with your existing technology stack.