Part of the IBM Travel and Transportation Framework is Multichannel Sales and Services, helping with customer service and loyalty and improving CRM and information management.

1. IBM Software Transportation
IBM Travel and Transportation
Framework: Multi-channel Sales
and Service solutions

2. 2 IBM Travel and Transportation Framework: Multi-channel Sales and Service solutions
The personal touch A smarter approach to customer service
There is no shortage of options when it comes to travel, which and loyalty
is why it is critical for you to stand out from the crowd. And to To help you accomplish this, we have created the IBM Travel
create differentiated, personalized experiences for customers, you and Transportation Framework. This powerful suite of IBM
need to understand exactly who your customers are and what software products and assets can help travel providers enhance
they want. This used to be a guessing game, but by embedding customer service and drive loyalty with solutions that give you
intelligence into the transportation infrastructure, you can now a 360-degree view of the traveler. The framework, built on open
gather accurate data on where customers have traveled, how and standards and common software building blocks, supports
when they purchased tickets, what their travel preferences are, advanced information management, analytics, automation and
and much more. the integration of processes that can help create compelling,
efficient customer experiences.
As a result, travel providers can deliver customized messages
and offers. Whether customers use a phone, a website, a kiosk, One architecture, many channels
a mobile device or a travel agent, they get a consistent experi- Although collecting and analyzing customer data can be com-
ence that provides them with compelling, relevant information. plex, the framework streamlines and simplifies virtually every
And this information can help them have a better trip, thanks step of the process. With one implementation, you can support
to useful tips, status updates and alternate options in case of services across a wide range of channels—the web, mobile devices,
schedule changes or unavoidable delays. Customers get the kiosks—consistently and cost-effectively. You can also:
personal touch every step of the way, which can dramatically
improve loyalty. • Quickly bring new features and enhancements to the
marketplace.
• Customize your branding to reflect evolving business
models and industry insights.
• Increase potential revenue through personalized services,
upgrades, handling fees and more.
• Improve reliability and performance with monitoring tools
and alerts.
• Easily deploy accessibility and multilingual features to address
the needs of a broad set of travelers.
• Implement multiple channels for an improved return on
your investment.

3. IBM Software 3
A single view of your customers Creating a smarter travel experience
The Travel and Transportation Framework can also import data The IBM Travel and Transportation Framework offers solutions
from reservation systems, loyalty programs, travel agents and that improve responsiveness to the marketplace, streamline
alliance partners. It includes prebuilt business intelligence dash- customer relationship management processes and help drive
boards and reports, information management tools, business revenue. You can achieve the flexibility to adapt to changing
analytics, and campaign analysis. customer preferences, enter new market segments with more
confidence and target your service offerings more effectively.
Together, these tools give you a single view of each traveler,
which can help you provide a more seamless experience— For more information
before, during and after the trip. It is designed to help you To learn more about IBM Travel and Transportation Framework
determine which customers are the most loyal, which sales solutions, please contact your IBM sales representative or IBM
channels are the most effective, and which campaigns and Business Partner, or visit:
services are performing well. ibm.com/software/industry/transportation
Armed with this data, you can:
• Segment your customers with greater accuracy.
• Keep travelers informed in case of misplaced baggage, unavoid-
able delays and schedule changes.
• Provide special, personalized offers and services to your most
valuable customers.
• Leverage cross-sell and up-sell opportunities based on services
the customer has purchased in the past.
• Capture preferences such as language, seating and special meals.
• Enhance products and services based on traveler preferences.
• Lower the operational costs associated with managing traveler
information.
• Transform your business processes to align with customer needs.
Above all, you can enable one-to-one marketing. You can
build deep, lasting relationships with your customers. And
you can make decisions based on real-world, real-time facts
instead of intuition.

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