The proof. Time Trials and Keystroke Analysis Apollo System. conducted October 21st 2011

Transcription

1 The proof Time Trials and Apollo System conducted October 21st 2011

2 Introduction was developed to make the lives of our travel agent customers easier. When completed, we knew we had produced a tool that would save you time when using Travelport GDS and, of course, time is money. Our aim with is to improve your productivity and reduce the amount of training required to interact with Travelport GDS. Why? Because agencies like yours told us this is very important to your business. We are so confident in the ability of to make a difference that we decided to prove it. We gathered up our clipboards and stop watches and set to work. We recorded the number of keystrokes and the amount of time taken for a number of common business scenarios. We carefully repeated the experiments - firstly using native Galileo Desktop (Focalpoint) and then doing exactly the same tasks using. The results speak for themselves. We have collated the findings into this paper so that we can share the proof with you proof that Smartpoint is faster, easier, better. Read on to see for yourself. Our Claims was created to significantly improve agent productivity and reduce training, saving you time and money. Simply put, is an overlaying technology that enhances the Galileo Desktop cryptic environment. We claim that is: Faster Easier Reduces agent keystrokes via a mix of point and click and graphical user interaction. This can speed up the reservation process thereby reducing call handling times. Routine day-to-day tasks such as managing queues are automated, removing the need for manual processing. Simplifies search processes. This helps agents to book travel options faster and easier, including profitable hotel stays and car rental. also allows agents to use the GDS language of their choice including those of our competitors. automatically translates cryptic commands, eliminating the need to learn new GDS commands. Better Decreases training costs. builds on how agents work today, allowing an agency to be operational in minutes with no significant impact on business processes. Read on to learn how we proved the case that does in fact save agencies time and money. 2

3 Scenario 1 Basic availability and sell entry We first tested a basic availability request from Atlanta to Boston with direct link and then full class display. It also includes the sale of an economy seat, a request for return availability and the selling of a return seat in economy. Activity keystrokes keystrokes Availability A25NOVATLBOS 13 A25NOVATLBOS+30NOV 19 Direct link A*+DL 6 None 0 Full class display A*C1 5 None 0 Sell 01Y1 5 2 CLICKS 2 Return Availability A*O30JAN 9 None, requested outbound & return in one entry 0 Sell return 01Y1 5 None, sold round in 0 one entry Keystrokes Time 35 secs 16 secs 19 Seconds 54 percent 22 keystrokes 51 percent 3

4 Scenario 2 Pricing booked itinerary The second scenario focused on a search for the best price for a booked itinerary including rebooking the lowest fare, storing the fare quote into the booking and then checking the fares rules for the lower fare sold. Activity keystrokes keystrokes Pricing $BB 4 $BB 5 Rebook and store Tab to $BB0 and enter 2 Tab to $BB0*, and enter 2 fare Store Fare T:$B 5 None 0 Check rules $V:/S 6 5 clicks 5 Keystrokes Time 18 secs 8 secs 10 Seconds 55 percent 5 keystrokes 29 percent 4

5 Scenario 3 Air shopping (un-booked itinerary) We also conducted a low fare shopping request to search and sell the lowest return fare from London to New York. Activity keystrokes using Calendar function keystrokes Round trip shopping FSLON10JUL NYC20JULLON 22 Select date from calendar Tab to sell entry Tab to FS right click 1 Sell Enter 1 Select shopping 1 Enter origin/destination 6 (LON/NYC) Click search 1 Click book 1 Keystrokes Time 30 secs 28 secs 1 2 Seconds 7 percent 14 keystrokes 56 percent 5

6 Scenario 4 Booking seats A request for a seat map and booking a specified seat number for a point to point itinerary. Activity keystrokes keystrokes Request seat map 9V/S1 6 1 click on class of 1 outbound flight service Sell outbound seat 9S/S1/23A 10 Click on avail. seat, click + for return seat, click return seat, click save, click close 5 Request seat map return flight 9V/S2 6 None, already did RT seats Sell return seat 9S/S2/25A 10 None, already did RT 0 seats Keystrokes 32 6 Time 21 secs 15 secs 0 6 Seconds 29 percent 26 keystrokes 81 percent 6

7 Scenario 5 Fare and rule displays Request for published fare options from San Francisco to Honolulu then displaying the fare rules and checking the advance reservation / ticketing rules. Activity keystrokes keystrokes Fare Display $DORDNYC30JAN 14 $D15MARSFOHNL 14 Check rules $V3 4 Click on rule paragraph 1 Check paragraph $V3/5 6 None, already shown 0 Keystrokes Time 24 secs 19 secs 5 Seconds 21 percent 9 keystrokes 38 percent 7

8 Scenario 6 Booking a hotel Request for a general hotel availability display for Paris airport, a follow up complete availability request (all rates) for a specific property and then sell a room. Activity keystrokes keystrokes Hotel Availability HOA01NOV-3NTCDG 16 Select dates 1 Hotel complete 2 tabs to HOC prompt 4 View choices 1 availability enter line number and enter Sell hotel 4 tabs to 01INSIDE1 6 Select hotel 1 enter line number and enter Enter city code & search 4 Display complete 1 availability Select rate 1 Sell 1 Keystrokes Time 26 secs 19 secs 7 Seconds 27 percent 16 keystrokes 62 percent 8

9 Scenario 7 Booking a car Request for a general car availability in New York City for a specified date range then checking a specific vendor and selling a car. Activity keystrokes keystrokes Car availability Display car rates for specific locations CAL20JAN-25JAN- NYC/ ARR-9A/DT-4P 2 tabs to CAL and enter line number 31 Select dates 1 4 View choices 1 Sell car 01A1 5 Select car 1 Enter city code and 5 click search (example used New York) Select vendor 1 Select rate 1 Sell car 1 Keystrokes Time 26 secs 18 secs 8 Seconds 31 percent 29 keystrokes 73 percent 9

10 Summary As you will have seen from, has the potential to make a real difference to your business. A basic availability and sell entry provides a 49% reduction in keystrokes and a 54% reduction in time taken Pricing a booked itinerary provides a 14% reduction in keystrokes and 55% reduction in time taken A low fare booking request provides a 59% reduction in keystrokes and 7% reduction in time taken Booking seats from a segment display provides an 80% reduction in keystrokes and a 29% reduction in time taken Displaying the fare ($D) and associated rules provides a 40% reduction in keystrokes and a 21% reduction in time taken Booking a hotel provides a 62% reduction in keystrokes and 27% reduction in time taken Booking a car provides a 74% reduction in keystrokes and 31% reduction in time taken. (Please note that time and keystroke used to create a basic PNR containing mandatory fields only remains the same.) Conclusion is faster is easier is better Fewer keystrokes and less time to complete common tasks gives your agents more time for profitable endeavours With its double window layout, colour coding and clickable elements, tasks that you once thought were complex can be achieved quickly and efficiently. With intelligent translation, your agents trained on another GDS can be up and running in next to no time. Proficient agents can use their skills to transact in native mode. Less experienced agents will appreciate the graphical environment that speedily guides them through GDS transactions. How are you going to use the time that has given you? Time is money and with you can guide your business towards a more profitable future. 10

11 Appendix: Methodology The time and keystroke trials were run by a member of Travelport s product organisation on 21st October 2011 in the United Kingdom. The objective was to identify a set of typical task scenarios that an agent would undertake throughout their working day and then run side-by-side time and keystroke trials to test whether is a more efficient tool than a native GDS. All scenarios were run using our Galileo Desktop V2.4 product s cryptic environment. They were then repeated using running on Apollo. The scenarios tested represent commonly performed day to day tasks and processes. Factors such as network bandwidth may influence timings. For shopping scenarios the time taken will vary on routing as it reflects the time the system takes to process the shop request. The scenarios tested used base-line Apollo functionality and do not take into consideration whether customers may be running scripts. The trials did not set out to prove that reduces the amount of training due to the improved graphical environment and intelligent translation. However, feedback from our travel agency customers does support this. 11