Key Market Issues

• Profit – Redeeming “loyalty points” for travel can involve a complex set of variables around the cost of the travel product, sale price, the application of mark-up, actual availability of the travel product, and specific program rules and regulations. The goal is to create a redemption scenario that maximizes customer satisfaction and margin for the call center. The FLX™ RLA allows for a variety of configurable “Redemption Rules” including scripting that enables a directed selling environment for the agent that maximizes profitability for the redemption business.

• Productivity – Minimizing the average call handling times has direct impact of the success and ultimate profitability of any redemption processing center. FLX™ RLA has a proven track record of reducing call handling times by providing call center agents with fast searches inclusive of content from many sources and suppliers, automation of business rules and fulfillment logic, and flexible customer interaction scripts designed to move the redemption process quickly through the final booking and closing process. FLX™ RLA integrates all the necessary information into an easy-to-read selling script presentation of all available options that adhere to program rules. The predetermined workflow in FLX™ RLA maximizes efficiency by dynamically pre-populating the agent screen with integrated information from customer profile, points, and CRM databases.

• People – As a proven redemption call center application, FLX™ RLA has reduced user training time from weeks to days allowing for optimum productivity from full time, seasonal, or even work-at-home call center personnel. The FLX™ RLA agent point of sale (POS) user interface is well tested and provides directed selling opportunities to insure maximum profitability for each transaction.

FLX™ Benefits

A set of highly sophisticated and configurable business rules and administrative modules lies at the heart of FLX™ RLA. These business rules allow the application administrator to control key parts of the search workflow:

Leveraging the FLX™ Redemption Loyalty
Application (RLA)

• The lowest cost options are aggregated from multiple sources
• Sophisticated dynamic mark-up algorithms price options prior to presentation
• Support for GDS based negotiated and net fares
• Support for off-GDS private fares (via FMS)
• Automation eliminates agent errors – no more debit memos.

• Fares from multiple sources are presented in a single uniform display and treated uniformly by the workflow
• Results are returned quickly
• Completely automated fulfillment process.

Lowering your training costs

• Simple, intuitive user experience
• Content is treated uniformly regardless of source.

Implementing the FLX™ Solution

Presentation Layer Elements:

• The FLX™ RLA Agent POS is a proven user selling environment for the call center agent.
• The FLX™ RLA Customer Online Interface integrates the online portal to the full capability of the FLX™ RLA services to provide your entire service offering to online consumers.

Business Logic

• The FLX™ RLA provides a flexible redemption rules engine that allows the creation of sophisticated rules to maximize profitability of each transaction.
• The FLX™ RLA uses sophisticated faring algorithms combining multiple sources of inventory to determine the best price for each itinerary.
• The FLX™ RLA integrates with internal CRM databases to provide specific customer driven information.

Multi-Source Engine

• The FLX™ RLA draws inventory from all four GDS, Internet sources and direct supplier connections.
• The FLX™ RLA integrates private negotiated rates through the Fare Management System.

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