WHO O WE ARE RE Solutio tion Provider er Innovatio tion Par artner er Airline lines Post ost-Book ooking ing COVI VID Throug ough Accele lerate Progr ogram am 12 people le Bas ased ed in Par aris #Rev evenu nueMa Mana nagemen ent … and French Riviera #PSSIn SSInte tegr gration tion #Ancillari illaries #Airline rlinesOper erations ions 2
Due to COV OVID ID-19, 9, ai airl rlines ines ar are fac acing ng a high h gh numbe ber of flight ght can ancel ella latio tions ns 80-90% of flights scheduled in April/May are cancelled Millions of PAX are cancelling their trips Millions of requests are sent to Call Centers and millions of vouchers/EMD are manually issued Very long process Huge workload for High Costs for customers Call Centers 3
IATA recomm mmends ends ai airl rlines nes to issue sue vouchers ers through ugh EMD Improving Customer Saving Cash Using a Standard Satisfaction Vouchers can be an important Vouchers provide customers with a Electronic Miscellaneous Document tool […]for airlines and agents to simple and easy method of making (EMD) is the industry standard for manage short-term liquidity. new travel plans when they are providing a voucher to a customer. ready. Source : Customer vouchers, Information for airlines, March 28th, 2020 4
SMOO OOSS devel eloped ped an an au automa mated ted an and direct ct solutio tion to issue ue voucher ers It takes … 5-8min /PNR Immediate For a Call Center agent to issue Vouchers issued thanks to PSS (*) the related Vouchers/EMD APIs (*) : based on 15 contacted airlines/call centers By… While … Direct Contact 50% (**) of PAX are accepting an of all eligible passengers immediate voucher offer through emails & text through email messages (**) : based on 1,000,000 contacted PAX Call Centers agents can refocus on high value added tasks requiring a personalized approach 5
After er only three ee weeks, ks, Air Fran ance can an meas asur ure al all the he benef nefit its of using ng Skip solutio tion In less than one week, SMOOSS delivered an efficient solution resulting in a strong decrease of customer processing time and a significantly lower number of requests sent to Call Centers 1,000,000+ 100,000 hours -30% = = = PAX processed through Working time saved for Call Cost Savings on Call Centers SMOOSS solution in 3 weeks Centers in 3 weeks 6
An ai airl rline ne or trav avel ag agen ent can an lau aunch ch a cam ampaign aign in 2 clicks cks bas ased ed on netwo work rk can ancel ella latio tion plan an 1 Network Team shares the flight cancellation plan 2 Agent uploads the flights into the platform csv / xls / manual Network Airline or Travel Agent 3 Agent defines or reuses all the cancellation features 4 SMOOSS retrieves flight and customer data VOUCHER TYPE before sharing offers to customers MESSAGE CONTENT Refund. / Non Refund. Template CHANNEL CUSTOMER SEGMENT. Retrieve Flight and Airline or Emails / Text Include / Exclude Customer Data Travel Agent Share offers to customers 7
A custo tomer mer can an insta tantl ntly receive eive refund voucher er through ugh a seam amless less an and fully digital ital process ss Customer rece ceiv ives a messag age offeri ring ng to get an immedia iate te refund und Customer approve ves the offer to get a vouche her refund und Customer instant ntly ly rece ceiv ives the vouche her as an EMD 8
Airl rlines ines benef nefit it from a threef t eefold ld val alue creatio tion than anks ks to Skip 1 Improving Customer Satisfaction Immediate and clear solution for ▪ customers 2 Many positive feedback already Decreasing Costs & ▪ shared by customers who Workload experienced SMOOSS Significant workload decrease ▪ for Call Centers and Customer Support teams 3 Many positive feedback already Saving Cash ▪ shared by customers who experienced SMOOSS Implementing and monitoring ▪ an efficient voucher policy 9
SMOOSS automates EMD issuance thanks to PSS API’s considering al all the he trav avel specifics cifics of the PNR Extra-ba bag Partiall tially Flown Ticket et Loun Lo unge Upgrad ade Acces ess Infa fant EMD are automaticall ically issued throug ugh PSS API’s Prices of the issued EMDs are calcula culated taking ng into account unt all the travel specifics fics of the PNR 10
Airl rline ine can an ad adjust the scope pe of f fligh ights ts covered ed by SMOO OOSS an and can an al also use SMOOSS OOSS to ad address ss bac acklog klog of reque quests sts al already ady sent nt to Cal all Cente nters rs Testin ing SMOOSS on a subse set befor ore being Reliev evin ing Call Centers ers by aut utom omati tica cally ly issuin uing and exten ended ed to the full scope of reques uests ts sharin aring EMD related ted to pendin ing reques uests ts PNR List EMD sent to customers Backlog of requests to be Call Centers or Legacy Systems addressed is very high 11
As al all SMOOSS SS solutio tions, ns, SKIP P is integr egrated ated into a di digita ital l platfo form m (Saa aaS) S) connected to both airlines’ dat ata a an and customers’ data Analy alyzi zing ng and d Targ rget eting ing Analy alyzi zing ng and d Targ rget eting ing 1 2 Flight ghts Cus usto tomer ers Accele lerate rate the digit italiza alizatio tion of 3 custo tomer r relat lationshi ionship
SMOOSS OOSS is is pr proud to contribu ibute te to the he re recover ery of the e indu dustr try by y offeri ring ng Skip p solutio tion fre ree e of c charg arge e GO LIVE WITHIN Implementation Fee FREE 10 DAYS Only email/SMS Recurring Fee FREE invoiced at cost 13
EMDs ar are going ng to be be a k a key y po point t of c contact act with th customer omers in the e coming ng months ths EMDs can be Customized & Personalized PRICE CE DURA RATION TION CONV NVERTIB TIBILITY ILITY CHANNELS NNELS Cancellation fees can be waived Validity of the voucher Refundable Direct Sales ▪ ▪ ▪ ▪ Amount can be added on top of Refundable after a given period Indirect Sales : managing ▪ ▪ ▪ the voucher cancellation process with your Non Refundable ▪ travel agencies following IATA recommendation … ▪ EMDs will be an additional solution for your customer relationship 14
Fro rom COVI OVID cri risis is to full re recover ery y cre reat ating ing sizeable zeable val alue thanks anks to OSS solutio tions SMOOS Traffic Solutio ion for Spillag age Recovery x6 Revenue nue Uplift Solutio ion for Disrupti tion -30% Denied Boarding ings Flexibi bili lity Ancill llary ary +$1.5 additi tional nal reve venue ue per PAX Solutio ion for refund und Instant ant Vouche cher Time 15
Let’s get in touch ! www.smooss.io contact@smooss.io Pierre Servant Co-founder pierre@smooss.io +33 6 72 65 17 99 16
Cam ampaigns paigns ar are monito tored ed in the he platform rm while le al all data can an be extract acted ed 18
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