EnterSpace Personalization Suite™ for Airlines, Hotels, Arenas and Leisure Companies

Dynamic, 1-to-1 interactions with millions of customers…one customer at a time.

A rich customer experience is an important source of competitive advantage within the travel and leisure industry. Organizations must differentiate from the vast numbers of efficient competitors. Personalization offers the ability to tailor interactions with customers to create 1-to-1, customer-driven experiences. Such is the promise of personalization for companies engaged in offering travel and leisure services.

Personalization Based on the Current Session & Transaction, not just Past Information There are many personalization and CRM (customer relationship management) solutions for the travel and leisure industry. Many are adequate; but most lack true real-time functionality. Customer segmentation occurs offline generally in some sort of periodic batch processing not while your customer is clicking through your web site or on the phone with a call center representative. The result is categorization, not personalization. But customers don’t want to be thrown into large buckets; they want a 1-to-1 relationship. Moreover, as level of personalization increases to include session/ transactionally sensitive variables; like session clickstream, current travel conditions, room/ seat inventory, etc., the ROI for personalization initiatives improves substantially. Jericho Systems can make customized content decisions during every transaction; online, over the phone and on-site.

For Example A customer has just chosen a hotel suite from a diagram on the web site. With the EnterSpace Personalization Suite, you could enable a solution that selectively up-sells/cross-sells an upgraded room, concierge packages, activity packages, etc. and the marketing message delivered can be selected based not only upon the customer’s demographics, but also such contextually sensitive items as the characteristics of the other rooms they might have looked at before making their choice. A customer who investigates ocean-view rooms but reserves a less-expensive room may well be a candidate for an incremental up-sell to another view. In a like manner, a customer who by their actions and personal information has small children is likely to respond to an offer for a room by the pool, a theme park excursion package, etc. By leveraging EVERYTHING you know about the customer, you can put your best offerings in front of them at the most opportune moment.

Multi-Channel Personalization™ Jericho Systems’ personalization is enabled through any customer touchpoint across all brands, i.e. web, call center, reservations desk, voice response unit, kiosks, etc. Most personalization solutions operate on a single channel. Online personalization packages generally do not interact with call center personalization systems causing customer-specific messages to be inconsistent and drastically increasing the expense to implement personalization solutions. Who wants to buy two or more systems to do one job?

Centrally and Easily Administered, Enterprise-Wide With Jericho Systems, personalization is a function brought to the enterprise level. From the ground up, the EnterSpace Personalization Suite is built for distributed administration of personalization opportunities. There may be personalization rules that operate across the entire enterprise, and personalization rules maintained by a specific region or location but the infrastructure and interface is consistent through the enterprise. In addition, the GUI for the management of personalization rules is built for the non-technical, but business savvy user.

Quickly Leverage Enterprise Information for 1-to-1 Relationships Within most travel and leisure companies, information silos exist creating walls between you and your customers. Jericho Systems tears down these walls by giving you the ability to rapidly connect to these disparate data sources and use them for your real-time personalization initiatives.

Utilize Real-Time, Digital Feedback to Improve Personalization Initiatives for Greater ROI Your customers’ behavior has enormous value. The EnterSpace Personalization Suite captures information about your customers and their decisions that has never before been effectively made available or utilized. For every personalization decision, the tool captures relevant information about the customer, the situation, the transaction and the content offered to them. This is stored in a repository that may be referenced by future decisions. This provides an adaptive capability which enables you to avoid saturating a customer with repetitive messages and enables customized content to be based on customer choices and behavioral patterns.

Our enterprise software tool creates a personalized environment, through whatever channel, whenever your customer chooses to enter that channel.

With the EnterSpace Personalization Suite, Travel and Leisure Firms Gain Numerous Solutions, Including:

• Multi-Channel Targeted Offerings to Businesses & Consumers, 1-to-1 based upon known customer attributes, travel patterns, past purchase information, payment details, etc., and situational parameters including session clickstream, time-of-day, season and current room or seat inventory.
• Personalized Up-Selling, Cross-Selling and Bundling real-time, customer-centric messages to induce purchases; bundle offers such that they become 1-to-1 packages.
• Secure, Online Intuitive Portals and Self-Care Solutions in a controlled fashion, give your customers the content they want, when they want it; to advance customer relationships in real-time, while at the same time providing you with tremendous opportunities for targeted offerings.
• Sophisticated, Tailored Customer Loyalty Programs personalized uniquely for business and consumers.
• Individualized Co-Marketing and Co-Branding Offers present the best customer-specific offers from your partners in real-time.
• Revenue Optimization/ Auctioning Scenarios Numerous auctioning solutions are enabled by the tool. For example, consider a “silent bid” auction. Users go online defining trips and other parameters, including the price that interests them. If a situation arises where you choose to accept the bid, you can notify the customer. In effect, such a solution would create a distributed revenue yield management system.
• Unique Credit Offers & Payment Financing real-time, rules-based credit checks provide 1-to-1 opportunities for credit offers.
• Real-time Alerting Capabilities like personalized offers and suggestive sell messages based on criteria your travelers have defined. Deliver these alerts via e-mail or wireless device.
• Tailored E-Mail and Newsletter Solutions 1-to-1 messages personalized customer-by-customer.
• Robust Online Registration Solutions including hosting, design and messaging capabilities.
• Simple Integration with Existing Customer Applications and Data Sources including CRM, billing, payment, inventory management and other enterprise data sources.

Travel and Leisure Companies’ ROI in Jericho Systems is Derived from:

• Increased Revenue through offering the right products and services 1-to-1; right now
• Increased Revenue through increased customer acquisition, online conversion and loyalty due to 1-to-1, real-time personalization
• Increased Revenue through 1-to-1 up-selling, cross-selling, entertainment bundling, co-marketing and co-branding
• Decreased Costs of time to market and enhancement of personalization initiatives enterprise-wide
• Decreased Costs from secure and robust self-care solutions

The EnterSpace Personalization Suite can scale to millions of personalization decisions per second, for user communities in the tens-of-millions, in a real-time, parallel scaling, fault-tolerant environment.