September, 2013

September, 2013
Travelbook is an Online Travel Agency (OTA)
Booking
Engine
Development
•2010
Contracting
of Hotels &
Services
E-Marketing
Campaign
•2013
•2011
Sales
Operation
•2012
Responsive
Website
Booking
Engine
CRM
Travelbook
Widget
Extranet –
Multibooking
Reporting
Mobile App
VOIP - Chat
Responsive - Website
Travelbook.com.mx has been developed with a
strong focus on the user. The site is tested daily
in order to ensure a user-friendly experience.
Below are some of the features.
Auto
Complete
Voice
Dictation
Live Chat
Service
Filters
Automatic
Promotion
look-up
Additional
Service
Options
Secure
Server –
128 SSL Bit


The Travelbook booking engine notifies all
parties in real time:
Sales Manager
Reservations
Manager
Sales Staff
Accounting
Product
Management
Hotel or Service
Hotel or Service
Travelbook
Travelbook
Travelbook
Notifications come in through our
multibooking system and backed up with an
email notification.

Lead source identification

Lead assignment

Record of every request made on our
system through each of our available
communication methods.

Record of sales history and preferences for
succesful customer engagement.




Our multibooking system allowes real-time
creation and editing of Hotels & Services.
Our system is updated by both Hotel & Services
staff as well as our team to ensure the latest in
availability, rates and promotions.
Our multibooking system has seperated itself
from the rest with its easy-to-use look and feel.
Our system has Rate Tiger capability for large
resort chains which only work though MDS.

We currently have an Android APP which is
being used in tablets located in some of the
Sunset World’s rooms.
It has resort
information as well as tour booking
capabilities through Travelbook.
The upcoming launch of our Android and IOS
mobile applications this December will make
us the first and only online travel agency in
Mexico to cater to both markets.

Our VOIP technology permits us an accurate
measure of customer satisfaction, thus
enabling us to provide a level of service for
which we want Travelbook to be known.
Mexico
USA
Central America
Caribbean
South America
• 1,100 online
• 1,600 agreements
• 50 online
• 150 agreements
• 0 online
• 250 agreements
• 50 online
• 350 agreements
• 0 online
• 150 agreements
1,100 online
1,600
agreements
USA
Central
America
Caribbean
South America
• Mexico
• USA
• Central America
•(Belize, Guatemala, Honduras, El Salvador, Nicaragua, Costa Rica, Panama)
• Caribbean
•(Bahamas, Colombia, Cuba, Dominican Republic, Haiti, Puerto Rico, etc.)
• South America
•(Brazil, Colombia, Argentina, Peru, Venezuela, Chile, Ecuador, Bolivia, Paraguay, Uruguay)
Mexico
•450 online
•600 agreements


The implementation of online flight booking
has been in process since 2012, and is
programmed to be completed in October of
this year. Currently, flights can be booked via
our Contact Center.
Our technology will enable us to have direct
negotiations with airlines for better pricing as
well as to include low-cost airlines worldwide,
thus allowing us an advantage over our
competition.
Solomon
Arroyo
Edgar
Osorio
Melvin de
la Rosa
David
Zambrano
José
Romero
IT
Francisco
Rodriguez
IT
Haydee
Arenas
Sales
Content
IT
Marisela
Avila
Sales
Content
IT
Pablo
Ceballos
Sales
IT
Lorenzo
Garcia
Sales
IT
Jorge
Alcocer
Sales
Product
Sales
Product
Sales
Ana Batista
Sales
Content
SEO
Javier Ek
SEM
User
Friendly
Accounting
Accounting
Week 1
• Travelbook Introduction
Week 2
• Product Knowledge
Week 3
• Product Knowledge
Week 4
• Scripts, etiquetas y procedimientos
Week
• Ensayos, prácticas y evaluación
Week
• Llamadas de servicio guiadas




All incoming and outgoing calls to our
Contact Center are recorded and stored.
A sample of calls are listened to by our
Quality Control team who uses a “Quality
Format” in order to assign a score to each
representative.
Our QC team visits the Contact Center
weekly in order to provide each agent with
feedback.
Our QC scores are uploaded to our internal
website.
To be recognized
by our customer
service before,
during and after
a booking as well
as to be
recognized by the
easiness of our
procedures.
Values
Vision
Mission
To offer a quality
experience to
customers who
reach our Contact
Center.
KNOWLEDGE
COMMITMENT
PASSION
SYMPATHY
ACCESIBILITY