What's new in the Selectour Afat network?
Philippe Quillien - The new website was launched last October, under the new brand name. This first version incorporates the new names of our tools throughout the network. The content is not yet any different, in the sense that there hasn't really been any in-depth overhaul. On the other hand, it prepares us for versions 2 and 3 of the site, which will be launched in 2014. Version 2 will take the form of agency sites, then the third stage will offer a client portal in its own right. Each company will have its own portal, in an environment 'co-logged' by the company and the agency. This 3rd stage should be in place by the end of 2014: it's quite a complex job. The 2nd part will be delivered fairly quickly, during the first quarter of next year.
What about the mobile application?
Philippe Quillien - The first version, which will include air and rail transport, will be launched at the end of January 2014. The second version, which will be multi-sourced, will include hotels and car rental. It should be ready by the end of the first half of 2014. The tool will evolve according to the content we connect to the source and give access to. We're trying to develop a very pragmatic approach. The mobile application integrates all the booking functions. It's concrete.
What are the other priorities in the area of mobility?
Philippe Quillien - We're working hard on geolocation, because we can't afford to give up. We have a strong partnership with a French company - SSF in this case - which is a service provider that is all the more important to us because it is French, which is crucial in an area as sensitive as geolocation. We are fortunate to be able to turn to a company with real expertise in passenger security. It's an issue that we're going to be pushing in 2014, as the laws become increasingly restrictive for companies.
The main focus for 2014 will therefore be on technology...
Philippe Quillien - Yes, but not only that. We are going to launch our own unit to provide a 24-hour service from next January. This is very important for our offering. This is a team of experts with several years' experience, who are familiar with the specific needs of business travellers, so that we can manage tense situations as effectively as possible, when people are stuck in airports, for example, outside the opening hours of our agencies and platforms. Of course, the branch remains the customer's first point of contact, but outside opening hours, customers can contact people at head office if they need help. This is a service that is increasingly requested by our business customers, whatever their size. They are reassured to have assistance in French and English, with real market expertise.
How important is online within the Selectour Afat network?
Philippe Quillien - It is increasing, but remains difficult to put a figure on. What's more, we will soon be listing a new tool: in addition to KDS, we will be taking on support functions at network head level for the Amadeus AeTM tool. This is also one of the big innovations of 2014, since we're talking about two completely different products. The network is therefore in charge of negotiations with the various publishers, enabling agencies to approach new customers with a differentiated offering. This is a major commitment for the network head. It offers guarantees, signs that the network is investing in this activity, which is extremely important for all the agencies.
What is your view of the business travel market?
Philippe Quillien - We have market share to take from our competitors. We are an independent network. By definition, we don't have investors who force us into profitability at the risk of implementing redundancy plans. On a day-to-day basis, this has a huge impact in terms of management. Even our big customers are considering other options than TMCs, the 'mega' ones.
Do you feel you are in a position to attract major accounts?
Philippe Quillien - More and more. I am firmly convinced that we are capable of doing this. We have the technology to do it, but that doesn't mean we've lost the basics of service as we've evolved. This is one of our strengths. Buyers are more and more careful about how much they spend. So the agency of the future will be one that is able to offer a quality service, 24 hours a day, combined with a vast array of technology that integrates all content, including hotels and car hire. All this without sacrificing quality of service in the name of savings.
Interview by Florian Guillemin
