TRAVEL TECHNOLOGY,DESTINATION AND TOURISM
SugarCRM and ResPax | August 26, 2022
SugarCRM, provider of the award-winning AI-driven CRM platform and ResPax, a leading tour reservation system provider with thousands of customers worldwide reaching millions of travelers globally, today announced a strategic partnership offering the first fully integrated CRM and tour booking platform for the travel and tourism industry.The goals of the partnership are to help fuel travel and tourism industry growth through cutting-edge tools to scale operations, turbocharge visitor numbers, boost customer experience and loyalty, enhance job creation and drive revenues.
With this powerful combination of technology, operators can achieve the benefits of a holistic view of customers, tight data integration and collaboration, and enhanced customer insights fueled by AI.
The SugarCRM and ResPax partnership provides travel and tourism operators with world-class innovative technologies to streamline business operations, gain an enhanced understanding of visitor needs and preferences, provide a high-definition customer experience, and stay on top of shifting consumer habits and preferences.The combined offering will help travel and tourism operators to:
Minimize busy work and enable tour operators to serve and target customers more efficiently;
Remove roadblocks and accelerate customer engagement by enabling tour operators to perform preference-based targeting and gain a data-driven deeper understanding of customer needs and preferences to create highly personalized offers; and,
Minimize blind spots and optimize customer journeys and user engagement, translating into better user experience, and improved brand loyalty and cross-selling and upselling opportunities.
“The customer experience is at the beating heart of the travel and tourism industry,Together, ResPax and SugarCRM are making the hard things easier for tour operators and their guests by streamlining processes and engagement to help the tourism industry rebuild and embrace a period of new growth.
-Craig Charlton, CEO, SugarCRM
We are pleased to partner with ResPax, a well-respected company with deep roots and expertise in the travel and tourism sector to deliver a purpose-built solution to help tourism operators make the most of every interaction, to rebound following years of pandemic lockdowns, he said.
“We are delighted to partner with SugarCRM, to bring the power of the company’s AI powered CRM to tour operators, ResPax and SugarCRM are both innovators and leaders in their respective fields and together we will provide an unparalleled experience for operators and guests. Tour operators can now revolutionize the guest experience and build even stronger and more profitable relationships, using rich customer insights to create unique experiences that resonate with clients.”
-Tony Bridgewater, ResPax CEO
SugarCRM is how marketing, sales, and service teams finally get a clear picture of each customer to help businesses reach new levels of performance and predictability. Sugar is the CRM platform that makes the hard things easier Thousands of companies in over 120 countries rely on Sugar to achieve high-definition CX by letting the platform do the work. Headquartered in Silicon Valley, Sugar is backed by Accel-KKR. For more information about SugarCRM, visit: www.sugarcrm.com.
Since 1999, the team at ResPax has been developing enterprise-grade reservation software for leading brands, small operators, and forward-looking organizations in Asia Pacific, Europe, and the U.S. ResPax streamlines tourism operations, giving customers a single workflow to manage all their operations with online bookings, channel manager and enterprise-grade reservations system, so tour operators and travel agents can spend more time growing their business. ResPax is a leading tour reservation system provider that reaches millions of travelers globally, from small day tour operators to large multinational operators.Trinity Software Australia (ResPax) is a private company based in Cairns Australia.
TRAVEL TECHNOLOGY,HOSPITALITY TRENDS
Hudini & Incode | July 08, 2022
Smart hospitality solutions provider, Hudini, and Incode Technologies, the industry-leader in identity verification and authentication for global enterprises, announced their strategic partnership to transform hospitality guest experiences. The partnership with Incode will enable Hudini customers to deploy identity verification during the check-in and check-out processes through enhanced digital biometric technology. This association will automate these processes making it quick, seamless and at the convenience of the guest.The hospitality industry relies on its ability to connect people and the places they visit to create memorable experiences for its guests. In its revitalization post-pandemic, the industry is realizing the impact that technology can have on a guest’s stay, and the potential it holds to increase customer loyalty and create additional revenue. In fact, a recent study found that 76% of hotel executives are looking to introduce “a fully contactless experience” by 2025.
“Hotel guests crave seamless experiences when they travel, Long check-in processes and complex payment procedures can ruin a guest’s stay. As a leader in biometric identity verification, Incode’s solution removes these challenges and helps to maximize the digital guest experience, without compromising on security or privacy. Through our partnership with Incode, we are excited to offer fully automated identity verification to our check-in and check-out features across our partner hotels.”
-Prince Thampi, Founder and CEO at Hudini.
Both Hudini and Incode realize the potential identity verification holds across the hospitality industry and share the ambition for its widespread adoption during hotel check-in and check-out. To further that vision, the partnership will include the following experiences:
Transparent guest identification: In a matter of seconds, even before arrival, Incode’s technology, the industry’s only fully automated identity verification engine, validates the identity of a guest. This allows guests to identify themselves at their convenience, triggering Hudini’s systems to match the profile and immediately introduce a magical, personalized experience upon arrival.
Automated digital ID creation: A digital profile of each guest is automatically created by Hudini from existing IDs and payment sources. This saves time and energy from filling out forms.
Seamlessly integrated experience: Once onboarded, guests use their most unique attribute—their face—to fully manage their respective journey. From booking, accessing a digital key and ordering amenities and room service, the identity-centric journey translates into the industry’s most transparent experience, all while ensuring privacy and security.
Contactless payments: Using biometrics, Hudini can enable guests to pay for any service across the property without the need for a physical payment card.
“The hospitality industry is going through a period of modernization, and it is important that hotels look to leverage best-in-class technology, Together with Hudini’s proven track record of enabling digital transformation in the hospitality sector, we believe our solution can help brands to drastically enhance their guest experiences.”
-Ricardo Amper, CEO and Founder of Incode.
Incode is a leading identity company that is reinventing the way humans verify their identity and interact with the world’s largest companies with a highly secure and delightful AI-based experience. Incode’s end-to-end fully automated orchestration platform enables seamless access across multiple channels with products focused on onboarding, authentication and payment verification that increase conversion and reduce fraud. With its mission to power a world of trust, Incode works with several of the world’s biggest banks, fintechs, hotels, governments, and marketplaces. Incode is based in San Francisco with offices in Europe and Latin America. To learn more about Incode, visit www.incode.com
Hudini is the leading digital transformation platform for the hospitality industry. Powered by a proprietary middleware and an omnichannel (App, Web, TV) guest interface that leverages data + AI to increase guest engagement and hotel revenues Hudini delivers an enhanced guest experience. Through its 100+ pre-built integrations across all functionalities, Hudini delivers personalised, immersive guest experiences that enable guests to communicate, control and interact with hotels closer than ever before. With over 300 hotels across 25 countries, Hudini is fast becoming the industry benchmark for digital transformation in the hospitality industry.
Fraugster | August 02, 2022
Fraugster, an AI payment intelligence company, together with Worldline, a global leader in secure payments and trusted transactions, has confidently enabled travel merchants to weather the storm of the Covid-19 pandemic with its Chargeback Protection Solution. The solution eliminates chargeback losses for merchants by taking full liability for fraudulent transactions. At the same time, advanced AI trained on global payment data makes more accurate decisions to boost approval rates. Innovations in machine learning and artificial intelligence (AI) allow merchants to go-live without historical data by leveraging a new deep learning model.
With the outbreak of Covid-19, global travel was grounded. This caused mass cancellations and a scramble for refunds, but also created new opportunities for fraudsters to strike overburdened travel operators (hotels, airlines and OTAs), and take advantage of weak points in the system. In addition, there was a surge in so-called "angry chargebacks" where customers claim not to have authorised a transaction, usually in response to being frustrated by a cancellation or booking change. Covid-19 fraud patterns and consumer payment behaviour were significantly different to those pre-pandemic. Similarly, data inconsistencies limited the ability to identify and prevent certain types of fraud attacks like last minute cancellations on short term bookings. Chargeback rates jumped to over 3%, versus a baseline of under 0.5% in normal circumstances.
"Iberostar experienced a massive increase in fraud pressure during the pandemic. We were pleased that partners Fraugster and Worldline were able to act so quickly to design a new AI model specifically for us. In a few short months we reduced the Chargeback rate from 2.76% to 0.07%, which was a fantastic achievement,"
-Ferran Llompart, Corporate Treasury Director, Iberostar
Additional factors make chargeback protection more relevant than ever. The first is that the total cost of managing chargebacks has risen to nearly 3x of the original transaction value, according to a Fraugster analysis. For verticals like travel, where average order values are in excess of $750, this implies a total cost of over $2000 per fraudulent transaction.
Secondly, 80% of online merchants are reporting an increase in first party fraud (also referred to as "friendly fraud") where credit card credentials are intentionally or mistakenly abused. This trend is particularly acute in online gaming environments. These chargebacks are very difficult to prevent or mitigate and are costing companies margin, with limited recourse to recovering chargeback losses.
Together these trends are increasing merchants' exposure to chargeback liability and are driving up the total costs related to chargebacks. With Fraugster's Chargeback Protection solution merchants are able to significantly reduce the costs attributable to managing chargebacks, plus chargeback losses and fees, with little to no integration effort.
"Fraugster's approach to addressing chargebacks is to use a combination of machine learning and behavioral science to build a sharper picture of the transaction in question. This means merchants can provide a more seamless buying experience for legitimate customers while also preventing fraudulent transactions from getting through - this includes transactions that may turn into chargeback fraud later on, We are pleased that global brands have increased their revenue of between 5-16% since adopting Fraugster's Chargeback Protection solution product and report a steadier and more predictable financial coverage for chargebacks and bottom line impacts."
-Christian Mangold, CEO of Fraugster.
Fraugster is a Berlin based payment intelligence company. Fraugster enables the world's leading merchants, global payment companies like Worldline and Ratepay to intelligently manage the impact of fraud to minimize the costs of fraud, maximize revenue and improve customer experience. Fraugster has developed one of the most accurate AI compliance, risk and fraud management and revenue uplift platforms in the market and is backed by leading deeptech investors including Earlybird, Speedinvest and CommerzVentures. Further information can be found at https://www.fraugster.com/