Travel Industry
A creative approach to Travel Industry documentation
When a customer purchases a holiday the process generates a whole raft of documentation; invoices, itineraries, tickets. Traditionally these documents have been workmanlike in design and purely functional in their nature, with the sole purpose of informing the customer of travel arrangements or monies to pay. Moreover they have been viewed as a necessary evil with their cost of production coming straight off the bottom line.
A new enlightened approach
However, OTM offers an alternative, enlightened approach to travel. A new solution where travel documents are unique, based on the particular consumer’s purchase and offer which offer real promotional and additional sales opportunities. Customer relationships are developed and enhanced by the improved communication process, increasing loyalty and customer satisfaction, whilst the increased sales opportunities can offset the cost of document production.
With OTM’s innovative solutions, travel companies can make their customer communication a thoroughly individual affair with unique data-driven transactional documents such as:
- Personalised invoicing
- Personalised brochures including tailor-made quotations
- Personalised travel documents and ticket books
- Personalised customer marketing such as welcome home packs
Customer Invoices
Invoices are usually seen as a way of confirming what a customer has booked and requesting payment, however with OTM’s approach, invoices are personalised to an individual customer and their travel plans and thus can be used as a valuable marketing tool highlighting products and services the customer has not yet purchased. For example, if a customer has not booked insurance or car hire, the invoice can include the appropriate promotional messages - even offering special prices or discounts.
And we’re not talking little grey boxes or lines of text here. OTM’s solutions can offer full colour production with intelligent and attractive document design and creative white space management.
It’s all about personalisation. Taking an individual consumer’s personal data and booking details and tailoring the invoice specifically to them.
Personalised Brochures
Personalised and precisely targeted brochures can offer advantages both in terms of reducing overall brochure production costs and delivering to the customer a document where all of the information is relevant to their interests.Personalised brochures can take several forms:
Brochures based on a customer’s past purchasing habits
By utilising existing customer information held on file, brochures can be produced which highlight the holidays and trips that they are most likely to be interested in.
Tailor-made quotations
Quotes have traditionally been nothing more than a pro-forma invoice. A more creative approach would see this usually rather plain document transformed into an attractive, full colour short-form brochure - likely to result in higher conversion rates.
Customer-made brochures
Customers could select a range of holidays that interest them via the web or as a result of a call centre enquiry and a brochure, unique to them and their selections, can be produced.
Personalised Microsite urls
With more and more customers using online services for their travel arrangements, it seems only natural that they should be able to access details about their travel plans online. OTM can create personalised ‘microsites’ where a customer can view information about their booking and itinerary, plus additional promotional and marketing messages unique to them.
Ticket Books
Personalised ticket books, unique to an individual customer and their travel plans offer numerous benefits. For the customer in terms of the clear and concise communication and for the company who benefits from:
- Accurate targeting of customers with bespoke promotional and marketing messages
- An all-in-one document as opposed to the usual collection of drop-out leaflets associated with traditional ticket wallets
- The opportunity to explore additional revenue streams via third party advertising
- A more attractive, image-enhancing and customer-focused document
- Just-in-time production process whereby instant changes can be made to documentation in the event of major travel problems (Foreign Office warnings, weather considerations etc.)
- Major cost savings by not having to hold large stocks of pre-printed stationery
Document Delivery
In these days of environmental responsibility the less paper generated and shuffled around the globe the better, with the reduction in production and transportation emissions benefiting us all. OTM offers a range of electronic delivery methods with invoices and personalised brochures available as PDF files.
Archiving and retrieval
Being able to quickly access customer documents, both in-bound and out-bound is essential when communicating directly with a customer - especially in a call-centre situation. OTM’s joined-up approach to travel documents means that every time a document is produced an electronic copy can be made for archive purposes and fast retrieval.
