Optii Solutions | August 04, 2022
Optii Solutions, the leading hotel operations software, announced that it has added multiple new languages to its platform, to further support its European expansion. Several additional languages are also in development with release dates in the next 30 to 60 days.
With travel, tourism, and hospitality drawing a particularly diverse workforce from around the world, the need to seamlessly communicate across languages and avoid errors is critical. Optii is designed to break down gaps and lags in communication with the goal of increasing productivity and establishing a repeatable and scalable guest experience within a hotel. Language barriers can disrupt the gains hotel operations would otherwise achieve from the implementation of technology, because instructions or staff communication is missed or misunderstood. Seamless translation to 20 languages within the same technology platform avoids this. It also leads to a better work experience for the staff who can choose to work in the language they are most comfortable with.
The company has for some time supported core languages that are prevalent in the industry and workforce, but with shifting demographics, the need to add more languages is critical. This has proven true especially in the European market, where Optii is expanding with several new hotel group customers.
“As we grow into new markets, the make-up of the workforce looks different and we need to account for that. Being a customer-centric technology provider, a lot of our roadmap items come from our customers. This is the case with our latest expansion into several European markets. Not only will we deliver on the customer needs, but we can also play a small part in bringing their workforce together and breaking down barriers.”
-Katherine Grass, CEO, Optii Solutions
About Optii Solutions
Optii Solutions is a hotel operations solution that leverages smarter technologies such as artificial intelligence, analytics, messaging and mobility to improve the efficiency and effectiveness of housekeeping and service delivery departments. For further information, please visit: www.optiisolutions.com
TRAVEL TECHNOLOGY,INDUSTRY OUTLOOK
Trip.com | August 10, 2022
The global travel rebound continues apace this summer, with global air traffic reaching almost 70% of pre-pandemic levels in May and international hotel occupancy rates achieving the same in April. Yet, against the backdrop of an increased appetite for travel driven by more than two years of pent-up demand, getaways over the summer months are likely to be affected by supply chain issues at airlines and airports, fully booked hotels and rising costs of accommodation and car hire.In the UK, travel chaos has dominated the headlines since springtime, with flight cancellations and long wait times, passenger caps and even a suspension on short-haul ticket sales threatening the chance of a summer holiday. In the US and Europe, the picture is equally fraught, and in Asia, recovery is fractured, with Southeast Asia and the Middle East recovering well, where China and South Korea are recovering at just 15% of pre-pandemic levels due to travel restrictions and COVID-19 outbreaks alike. As such, when customers should be getting excited about quality time with friends or family, relaxation and culture, they are now braced for uncertainty.
At Trip.com Group, we are committed to helping our customers take the perfect trip, and this summer is no different. In a world where the travel landscape is increasingly complicated, our Trip.com platform has a range of products and partnerships in place to ease traveller concerns. Combined with our leading customer service, Trip.com aims to ensure everyone has a summer holiday to remember – for all the right reasons – this year.
Trip.com Group's Pre-Travel Protection and Cost-Saving Products
Earlier this year, Trip.com expanded on its travel insurance product offering in collaboration with AXA Partners. Made available to UK customers since September last year, this insurance product was extended to travellers across Europe earlier this year and can be easily selected when booking a flight on Trip.com. This travel insurance option provides a variety of benefits including medical, cancellation and baggage cover, as well as protection against cancellation and medical costs if a customer contracts COVID-19. With travel restrictions in place in many countries across Asia and beyond, this product is still incredibly useful in terms of providing ample traveller protection and peace of mind.
In mainland China, our Ctrip platform introduced its TripTour2Day upgrade service, offering free refunds on group tour products cancelled up to two days before departure. Users simply click on the order details page to obtain a one-click refund in as little as one minute on products with the TripTour2Day label.
A week after the TripTour2Day product was launched, sales exceeded 20 million, which proves how vital these products are in terms of offering customers total peace of mind. With many travellers in China harbouring concerns about whether COVID-19 measures would interfere with their plans, this allows users an increased level of flexibility when booking their next trip.
"The TripTour2Day service upgrade shortens the threshold of a free refund from seven days or longer to just two days, giving every Ctrip user a better experience in terms of both booking and opportunity to refund. You can customise your travel needs at your own pace and join a tour with peace of mind,"
-Trip.com Group Tour Business CEO Wen Jiang.
In addition to providing protection-based products, Trip.com is also helping guests to get the best value on their next getaway. As the costs of travel rapidly increase, customers are frequently looking for the best deals in order to maximise the return on their investment. By partnering with Hopper Price Freeze on our European and US sites, Trip.com is offering customers added protection against travel price volatility. For a small upfront fee, Trip.com users can freeze a flight price for up to 14 days, giving them the chance to confirm plans with their travel companions before booking without having to worry about an unnecessary price rise. Price Freeze ensures that customers never lose out, because if a Trip.com user freezes a flight and the prices go up, the difference is covered up to a set amount. If the price goes down, the user pays that lower price.
Yudong Tan, CEO of the Flight Business Group, Trip.com Group commented, At Trip.com Group we are constantly seeking out ways to bring benefits to travellers. With this new Price Freeze feature, powered by Hopper, we are giving our customers more ways to save money when they book flights.
Dedicated Customer Service
Since the beginning of 2020, Trip.com's Customer Service team has been put through its paces, handling complex requests to support our users during some of the most testing times - and we continue to develop tech-focused Customer Service solutions today.
Our intelligent storage auto-expansion technology has been upgraded to allow our systems to manage call levels more than 10 times higher than our average, and we developed an AI-centric mechanism to recognise and prioritise the most urgent customer cases, directing these calls to a staff member as quickly as possible. While speaking with a Customer Service agent, our assistant tool helps agents by automatically labelling and categorising requests in real time, saving customers time and energy while solving problems quicker than ever before.
Our chatbot service also makes use of AI technology to automatically identify trending information in real time based on the most up to date COVID-19 policies and frequently asked questions, updating the FAQs on a daily basis and allowing customers to self-solve over 70% problems without having to hold for a Customer Service agent. The chatbot can also route requests directly to your hotel or airline, helping customers do everything from requesting a confirmation email to rescheduling a flight in the event of extreme weather conditions.
In addition, Trip.com also launched its Customer Service Pledge in November 2021, committing to six key pillars including 24/7 support and free in-app calls. Grace Ding, Head of Trip.com's Global Customer Support Centre commented We are proud to see one of our companies make a pledge towards maintaining an incredible level of service to ensure people can continue to travel stress-free.
With an average customer satisfaction rate of 90% in 2021, Trip.com is ready to support customers quickly and efficiently with any issues they face while travelling this summer.
Delayed Baggage Protection
As global lost luggage becomes a particularly problematic issue, Trip.com's Blue Ribbon Bags delayed baggage protection service also helps to remove the stress from summer travel. With this initiative, Trip.com users will be able to safeguard their checked luggage against any delays during transit.
Commenting on the new service, Lyrics Zhao, Director of Product and Business Development in the Flights Business at Trip.com said, "Trip.com strives to make travel worry-free and relaxing for all. We want the booking experience to be the beginning of a relaxing trip and to offer value added services to the passenger."
"Our service provides air travellers with confidence that if their checked-in baggage does not arrive at the destination airport, we will coordinate and expedite the swift return. Our clients should be able to enjoy their holiday or focus on their work trip while we locate and expedite the baggage,"
-CD Lazear, Senior Vice President of Blue Ribbon Bags.
Whatever this summer throws at you, Trip.com will be by your side to offer solutions. At every stage throughout your travel journey, from pre-booking to when you land in your chosen destination, Trip.com's supportive staff and customer-focused products are available to support you every step of the way and make sure your next trip offers all the relaxation, fun and good times you've been craving.
TRAVEL TECHNOLOGY,BUSINESS TRAVEL
HRS | August 08, 2022
HRS, the leading Gobal corporate travel and payment technology platform, announced the acquisition of Germany-based Paypense, enhancing HRS’ growing compilation of efficient corporate payment offerings. Only two years since launch, Paypense’s open platform has already made inroads with a broad range of corporations, enabling employees to use digital payment technology to pay for all work-related purchases. This smarter solution ensures compliance to budgets while also capturing relevant data for auditing, steering and even sustainability metrics.
“HRS Pay, reinforced by years of proprietary investments and our 2021 purchase of Itelya to propel the digital transformation of payment, is taking the next step in delivering an exceptional 'in destination experience' for corporate employees, Paypense provides intelligent spend management services for managers and employees alike, whether they are on the road for weeks at a time or supporting a one-day, off-site event that doesn’t require travel. This acquisition represents a new milestone for HRS Pay as we continue to focus on elevating employee satisfaction.”
-Tobias Ragge, HRS CEO
The employee satisfaction component is critical to driving the successful deployment and ongoing use of spend management technology. Recent research from the Global Business Travel Association, inclusive of feedback from 600+ procurement executives and nearly 2,500 business travelers, found that 85 percent of respondents said that the ease of completing expense reports, ease of expense approval process and speed of reimbursement are important to spend management..
Paypense’s Broad Array of Controls and Efficiencies Redefine Spend Management
Leveraging automated intelligence and auto-approved, in-policy purchasing, Paypense dramatically reduces concerns about what items an employee may acquire. This elegant solution appeals to accounting and procurement managers, as Paypense effectively ensures the right amounts are spent on the right kind of purchases, every single time.
The under-the-hood approach to managing virtual technology and secure connections to a company’s preferred banking institutions makes this seamless to employees who crave simplicity in all expense-related processes. Other Paypense highlights include:
The provision of pre-approved budgets in real time to individual employees, groups, or job candidates via Paypense’s patented "matrix approval engine.” Functionality also allows for the approval and dispensing of increased allocations for emergency scenarios;
Mobile app capabilities that facilitate tracked purchases by the employees, without him/her ever having to use their own funds;
Automated receipt acquisition for common online portals used by employees, including air, rail, hotel, auto, ridesharing, phone and other prominent suppliers; and
Leveraging supplier and localized data, Paypense captures the CO2 emissions of individual expenses, a vital element for companies taking steps to reduce their carbon footprint.
“With our open platform, we’ve introduced a unique differentiator for the provision of virtual credit cards for pre-approved expenses, It’s clear from our industry engagement that there is an appreciation for our approach. We’re working in concert with expense providers and financial institutions, not competing with them as we transition from expense management to spend management. And with all parties squarely focusing on enhancing the employee experience, we’re increasing satisfaction even as we uncover new avenues of payment efficiency.”
-Christopher Hecht, founder and CEO of Paypense
Complemented by this acquisition, HRS Pay now offers truly holistic spend management solutions covering not only travel-related spend, but also non-travel, localized spend that accounts for significant expenses,” said Kurt Knackstedt, Chief Growth Officer for HRS Pay. “With the full integration of Paypense, our complete end-to-end spend management platform provides unmatched visibility of level-3 data, multi-category invoice digitization, and superior VAT reclaim automation – all available globally via any payment provider. Given these cumulative capabilities, HRS Pay is uniquely positioned to deliver the consummate payment solution for Fortune 500 multi-national companies.
Paypense’s employees will officially become HRS Pay employees when the acquisition formally closes in August. Christopher Hecht will join the HRS Pay team as Chief Product Officer, overseeing development and working collaboratively with clients, partners and employees to enrich HRS Pay solutions moving forward.
HRS Pay solutions will be featured at the upcoming Global Business Travel Association conference in San Diego on August 14-17 at the HRS booth (# 3229). Paypense is also one of an exclusive few new technologies to be selected for the Innovate event in New York City on October 24.
HRS is reinventing the way businesses and governments work, stay and pay in today’s dynamic global marketplace. HRS’ advanced platform technology is extending its reach beyond hospitality to meetings, office space management, payment efficiency and crisis recovery. Beyond cost savings in the global post-pandemic economy, HRS clients gain from an unrivaled focus on essential aspects including safety, security and satisfaction. HRS is also recognized for its award-winning Green Stay Initiative, technology that helps corporate hotel programs achieve their NetZero targets, and its groundbreaking Crew & Passengers Solution, which leverages automation to elevate experiences for air and rail operations. Founded in 1972, HRS works with 35 percent of the global Fortune 500, as well as the world’s leading hotel chains, regional hospitality groups and payment providers. More information at www.hrs.com/enterprise.