Industries
Home --› Industries --› Travel, Transportation & Logistics --› Travel Management Companies and Online Travel Agencies

The Travel Management value chain is all about efficiency and scale. On one hand the competitive market places is pushing margins and on the other revenues are impacted due to reduced commissions and incentives from partners. The industry needs to be able to do more business at same or reduced cost while striving to improve top line through innovative solutions.

Sutherland has strong competencies in the entire value chain from customer acquisition to servicing and innovative analytical solutions that have helped its customers in various industries maximize revenue potential of business. We have also built a fully integrated customer management self service tool and knowledgebase platform based solutions that help the industry cope with such challenges like channeling high cost transactions to lower cost channels while empowering the customer and improving the customer experience.

Front Office

Customer Contact Center - Front Office

  • Customer Sales / Bookings & Reservations
  • Cross Sell/Up Sell Ancillary products
  • MICE support
  • General Inquiries
  • Cancellations & Reschedules
  • Email and online Bookings Fulfillment
  • Itinerary research & Planning
  • Complaints/ Correspondence Handling
  • Destination information
  • Customer Satisfaction Surveys, E-mail Processing
  • Chat Support
  • Schedule Change
  • Social Media Tracking and Management
  • Website Support

Mid Office

  • Fulfillment, PNR Completion & Update
  • Content Distribution
  • Refunds and Exchanges Management
  • ADM Verification
  • Seat Upgrades and Waitlist clearance
  • GSA & Other sales reports
  • Deals & Supplier Contracts updates
  • Net / Contract Fare Management with Pricing & Fare updates
  • Revenue Protection - Fees and Commissions
  • Analytics & Newsletters

Back Office

  • Procurement
  • MIS
  • Payables Reconciliations
  • Expense Accounting
  • Receivables Reconciliations
  • Payroll Administration

The Sutherland Advantage:

  • Unparalleled capability to offer centralized as well as decentralized operational solutions for brick and mortar TMCs as well as OTAs
  • Deep experience in usage GDSs including Amadeus, Travelport and Sabre, for fulfillment as well as transaction processing
  • Optimize revenue through Net Fare Management and optimized incentive achievements