WHO O WE ARE RE Solutio tion Provider er Innovatio tion Par - - PowerPoint PPT Presentation

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Bas ased ed in Par aris … and French Riviera 12 people le

#Rev evenu nueMa Mana nagemen ent #PSSIn SSInte tegr gration tion #Ancillari illaries #Airline rlinesOper erations ions

Innovatio tion Par artner er

Throug

• ugh

Accele lerate Progr

• gram

am

Solutio tion Provider er

Airline lines Post

• st-Book
• oking

ing COVI VID

WHO O WE ARE RE

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Due to COV OVID ID-19, 9, ai airl rlines ines ar are fac acing ng a h high gh numbe ber

• f

flight ght can ancel ella latio tions ns

80-90%

• f flights scheduled in April/May are cancelled

Millions

• f PAX are cancelling their trips

Millions

• f requests are sent to Call Centers and millions of vouchers/EMD are manually issued

Very long process for customers High Costs Huge workload for Call Centers

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IATA recomm mmends ends ai airl rlines nes to issue sue vouchers ers through ugh EMD

Vouchers can be an important tool […]for airlines and agents to manage short-term liquidity. Vouchers provide customers with a simple and easy method

• f

making new travel plans when they are ready.

Improving Customer Satisfaction Saving Cash

Source : Customer vouchers, Information for airlines, March 28th, 2020

Electronic Miscellaneous Document (EMD) is the industry standard for providing a voucher to a customer.

Using a Standard

5

50%

For a Call Center agent to issue the related Vouchers/EMD

5-8min /PNR

While…

• f PAX are accepting an

immediate voucher offer through email

It takes…

Immediate

Vouchers issued thanks to PSS APIs

Direct Contact

• f all eligible passengers

through emails & text messages

SMOO OOSS devel eloped ped an an au automa mated ted an and direct ct solutio tion to issue ue voucher ers

By…

Call Centers agents can refocus on high value added tasks requiring a personalized approach

(**) (**) : based on 1,000,000 contacted PAX (*) : based on 15 contacted airlines/call centers (*)

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1,000,000+ 100,000 hours

• 30%

PAX processed through SMOOSS solution in 3 weeks Working time saved for Call Centers in 3 weeks

= = =

Cost Savings on Call Centers

In less than one week, SMOOSS delivered an efficient solution resulting in a strong decrease

• f customer processing time and a significantly

lower number of requests sent to Call Centers

After er

• nly

three ee weeks, ks, Air Fran ance can an meas asur ure al all the he benef nefit its

• f

using ng Skip solutio tion

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Network Team shares the flight cancellation plan

Network

Agent uploads the flights into the platform

csv / xls / manual

Agent defines or reuses all the cancellation features

VOUCHER TYPE

• Refund. / Non Refund.

CHANNEL Emails / Text MESSAGE CONTENT Template CUSTOMER SEGMENT. Include / Exclude

Airline or Travel Agent

An ai airl rline ne

• r

trav avel ag agen ent can an lau aunch ch a cam ampaign aign in 2 clicks cks bas ased ed

• n

netwo work rk can ancel ella latio tion plan an

Airline or Travel Agent

SMOOSS retrieves flight and customer data before sharing offers to customers

Retrieve Flight and Customer Data Share offers to customers

1 2 3 4

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Customer rece ceiv ives a messag age

• fferi

ring ng to get an immedia iate te refund und Customer approve ves the

• ffer to

get a vouche her refund und Customer instant ntly ly rece ceiv ives the vouche her as an EMD

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

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Improving Customer Satisfaction Decreasing Costs & Workload Saving Cash 1 2 3 Airl rlines ines benef nefit it from a t threef eefold ld val alue creatio tion than anks ks to Skip

▪ Immediate and clear solution for customers ▪ Many positive feedback already shared by customers who experienced SMOOSS ▪ Implementing and monitoring an efficient voucher policy ▪ Significant workload decrease for Call Centers and Customer Support teams ▪ Many positive feedback already shared by customers who experienced SMOOSS

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SMOOSS automates EMD issuance thanks to PSS API’s considering al all the he trav avel specifics cifics

• f

the PNR

Infa fant Partiall tially Flown Ticket et Extra-ba bag Lo Loun unge Acces ess Upgrad ade

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

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Airl rline ine can an ad adjust the scope pe

• f

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

• f

reque quests sts al already ady sent nt to Cal all Cente nters rs

Testin ing SMOOSS

• n

a subse set befor

• re being

exten ended ed to the full scope

• f

reques uests ts

Call Centers or Legacy Systems

Reliev evin ing Call Centers ers by aut utom

• mati

tica cally ly issuin uing and sharin aring EMD related ted to pendin ing reques uests ts

PNR List

Backlog of requests to be addressed is very high EMD sent to customers

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 Flight ghts

1

Analy alyzi zing ng and d Targ rget eting ing Cus usto tomer ers Accele lerate rate the digit italiza alizatio tion of custo tomer r relat lationshi ionship

2 3

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SMOOSS OOSS is is pr proud to contribu ibute te to the he re recover ery of the e indu dustr try by y

• fferi

ring ng Skip p solutio tion fre ree e of c charg arge e

Recurring Fee Implementation Fee FREE

GO LIVE WITHIN 10 DAYS

Only email/SMS invoiced at cost

FREE

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EMDs can be Customized & Personalized PRICE CE DURA RATION TION CONV NVERTIB TIBILITY ILITY

▪ Cancellation fees can be waived ▪ Amount can be added on top

• f

the voucher ▪ Validity of the voucher ▪ Refundable ▪ Refundable after a given period ▪ Non Refundable ▪ …

EMDs ar are going ng to be be a k a key y po point t of c contact act with th customer

• mers in the

e coming ng months ths

EMDs will be an additional solution for your customer relationship CHANNELS NNELS

▪ Direct Sales ▪ Indirect Sales : managing cancellation process with your travel agencies following IATA recommendation

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Traffic Recovery Time

Flexibi bili lity Ancill llary ary +$1.5 additi tional nal reve venue ue per PAX x6 Revenue nue Uplift

• 30%

Denied Boarding ings

Fro rom COVI OVID cri risis is to full re recover ery y cre reat ating ing sizeable zeable val alue thanks anks to

SMOOS OSS solutio

tions

Instant ant Vouche cher Solutio ion for Spillag age Solutio ion for Disrupti tion Solutio ion for refund und

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Let’s get in touch !

Pierre Servant Co-founder pierre@smooss.io +33 6 72 65 17 99 www.smooss.io

contact@smooss.io

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Cam ampaigns paigns ar are monito tored ed in the he platform rm while le al all data can an be extract acted ed