Case Studies

Case Study #1

Sector: Pharmaceutical
Service: Travel Agency Audit

Client Stats

• $11M in air ticket sales
• 1 of 12 divisions located in Eastern United States
• 5 year contracted with current agency
• Service level agreement in place
• Onsite with agency staff
• Agency call center offsite for overflow, ticketing and online booking fulfillment

Operational Findings

Troilo & Associates™ conducted a full "Continuous Improvement" for this client with their current agency. The assessment's financial plan uncovered areas that required immediate consideration. The "Continuous Improvement" findings and recommendations provided a comprehensive road map of how to improve upon people (resources), processes and technology. A detailed and forecast capacity plan as well as a technology schematic provided visual guidelines to implementation outcomes.

Financial Results

Troilo & Associates™ uncovered $120,000 in SLA penalty for term of contract as well as recovered $340,000 in unused ticket credits. Troilo &™ Associates continues to advise and support their next steps.

Case Study #2

Sector: Retail
Service: Continuous Improvement Initiative

Client Stats

• $35M in air ticket sales
• Located in Southern US with considerable International travel
• CTD with in-house corporate resources
• Contracted directly with all technology suppliers
• Online Booking adoption rate over 80% on qualified bookings (not mandated)
• After-hours service with third party

Operational Findings

Troilo & Associates™ conducted a full "Continuous Improvement" for this client and found their Domestic and International teams were split and separated resulting in redundant processes and resources. The client was also paying technology fees which were significantly higher than average. In addition, their after-hours service provider did not support online booking fulfillment requiring their travelers to conduct business only during core corporate hours. Lost fares were the norm.

Financial Results

Troilo & Associates™ discovered that the client had four redundant roles uncovering a savings of $240,000 annually. We suggested client renegotiate online service fees by $1.20 which resulted in a monthly savings of $43,000. We recommended that the after-hours service requirement include online booking and Meetings & Events fulfillment which resulted in process efficiency gain of 42 reservations a day and a savings of $26,000 annually.

Case Study #3

Sector: Energy
Service: Agent Skills Assessment

Client Stats

• $7.5M in air ticket sales
• Located in Central Ohio
• Onsite with Agency Staff
• Agency call center for overflow day time call support
• Recent traveler survey indicated low service scores

Operational Findings

Troilo & Associates™ discovered client's onsite telephony contained no performance tracking mechanisms which reduced management's ability to monitor track and trend productivity and service levels. In addition, client's hotel program contained mostly small, non-GDS participating venues which forced agents to make outbound calls to secure discount rates 45% of the time. Manual processes such as these are time wasters and negatively impact productivity, service and add cost to the program.

Financial Results

Troilo & Associates™' findings lead to a 2% decrease in hotel avg. rate per night rate resulting in a savings of $31,000 annually. The client added a Hotel specialist to make outbound calls only and per transaction efficiency increased by 45%. A new Traveler Satisfaction Survey showed an increase in service scores by six base points.

Case Study #4

Sector: Manufacturing
Service: Airfare Audit

Client Stats

• $5.5 M in air ticket sales
• Located in Vienna, Austria with high level of International travel
• 3 Years with offsite agency
• Contracted directly for supplier relationships and agency-managed market share requirements

Operational Findings

Troilo & Associates™ completed a 30 day airfare audit of all transactions. The audit was conducted Live to ensure predictable and accurate fare shopping results. The sample size equated to 10% of total annual volume or 510 bookings reviewed. We uncovered a red alert 14 times (3% total) that a higher fare (greater than $500) was booked and split ticketing occurred 58% of the time incurring additional service fees of $3,550. We also found that client's policy (lowest fare; direct route) was administered incorrectly 22% of the time resulting in a loss of $7,293.

Financial Results

Troilo & Associates™ 30 day airfare audit uncovered a potential loss of $10,843 in lost air fare savings.