Yesterday I wrote a blog about Mach Associates VOIP/PBX telephone system. One point I made was that if it is used inconjunction with our MARS Tour Management System - MARS, users call centre's can display customers web booking page as a client clicks to ask for assistance with an on line booking they have a query about.  Well to today "Travolution" are running an article about the huge numbers of bookings that are not completed online.

It underlines that fact that to be fully effective tour operators ( or any other travel organisation for that matter) needs to make call centre staff fully effective. One way that can be achieved is by getting them to intervene if a customer is having trouble online. By doing so they can have a huge impact on the 'look to book' ratio. Call Centres are not dead, just a lot smaller in staff numbers.

Another question that needs asking is it necessary to spend tens of thousands of pounds on SEO management when a combination of effective booking system and integrated VOIP/PBX will provide fast and highly cost effective solutions to gaining that all important booking?

The article in Travolution is  as follows:-

Huge majority of web users abandoning sites during transactions

The latest technology to make a significant impact on business is VOIP/PBX software.  Mach Associates have introduced its own system that is rapidly gaining popularity in all sectors.

Whilst it is a stand alone application it is particularly effective in the travel industry where it can be integrated with our MARS tour operator reservations application. VOIP/PBX not only saves users money on calls but also provides sophisticated operational features that provide additional business efficienies. In the past only the very largest tour operators have been able to afford the six figure sums that even relatively simple Caller Line Idenfication systems have cost. Now however, prices are very much more resonable and even SME businesses can afford it.

The Mach Associates VOIP/PBX system offers a complete business telephony solution. Tour operators gain significant benefits from new telephone technology:-

• When linked to MARS, past bookings can identify a past booker so that their information is displayed ready to make a new booking
• Software can identify a caller with a current booking and display the booking record to a call centre reservations agent who can update details.
• Website bookers can click a 'call me' button if they have difficulties completeing a booking. call centre staff receive the web page on screen and can then assist in answering questions and finishing the booking. This greatly improves the 'look to book' ratio and turns call centre staff from 'administrators' to 'sales' people.
• Management reports that give calls recieved and bookings made information are also available.

The telephone software has signicant benefits for business with multiple locations (UK & overseas) as call costs for internal users are FREE of charge.  For travel companies this can save huge sums of money. For example, resort representatives who contact Head Office via mobile phone incurr very significant call charges. By calling a local number that is connected back to the UK, hundreds if thousands of pounds can be saved every month by one simple step. So you can imagine what other savings are possible. They all add up to covering the software cost in a very short space of time!!

Mach Associates VOIP/PBX offers all types of user a whole host of key features. These include:-

• Professional Voiceovers
• Customised Greetings
• Automated Call Processing
• Call/Line Indentification
• Call Queuing
• Automated Dialling
• Automated Responses
• Dynamic Call Reporting
• Voicemail Messaging
• Contact Management

Whatever the size of your business from SME to large corporate Mach Associates Voice & Data Services has a solution for you.

Mach Associates are finding, that users of our MARS tour operator reservations system, are encountering stable and in many cases good booking growth.  I see that Thomas Cook is today reporting 'robust' sales with overall bookings down but prices up. Their focus will be on online sales.

Certainly those customers with on line MARS booking facilities are experiencing strong late sales.  Late deals usually mean that customers search the web and those customers with strong booking sites fair the best.

My recent attendence at the Association of British Travel Organisers to France (ABTOF) certainly showed that France will remain a strong market for the British traveller but members seem to be experiencing a higher degree of late bookings than in previous years, a patten that many are expecting to remain for several years to come. However, despite the strong Euro many clients are switching from other destinations.

MARS is in a strong position to win new tour operator clients as it offers both Online booking facilities that are easy to integrate with existing websites but we also offer Ferry and Low Cost Airline booking features so that customers can book their entire holiday in one place at one time - a vital ingredient in clinching that all important booking.

Tour Operators who are considering their next season bookings (Ski or Summer) should be looking closely at how they are competing in the on line marketplace. It does not need to be prohibitively expensive!

Contact Mach Associates Ltd for all your Networking, Hosting and Tour Operator software solution needs. Not forgetting VOIP/PBX telephone systems!

Contact:

web: www.machassociates.com

email: enquiries@machassociates.com

Telephone: +44 (0)870 3219986

Fax: +44 (0)870 3219987