Frequent Flyer Travel Paris opts for vertical integration

Specialising in ticketing budget management and business tourism, the agency has moved into a renovated former industrial building. It also boasts state-of-the-art office equipment. With a turnover of nearly €37 million, it employs around forty people, 35 of whom work on site and five of whom work from home. "To improve our performance, we have invested more than 220,000 euros in cutting-edge technological tools, including sophisticated telephone systems, servers, security and automation," explains Marc Leidelinger, Chairman of Frequent Travel Paris. By offering an ultra-personalised service, we are going against the grain of large integrated networks.

Each customer has a dedicated contact, supported by a team of six to eight people. In the same module, a 'consultant' can deal with SME customers (with, for example, an annual travel budget of 200,000 euros) and public bodies such as the RATP. The average consultant has twelve to fifteen years' experience in business travel. This experienced professional handles both the operational and administrative aspects of the off-line transaction. Taking orders, making reservations, invoicing, monitoring statistics... these are all tasks that fall within their remit. With this vertical organisation, these employees devote almost 60 % of their time to processing and monitoring cases. Invoicing is carried out automatically. Marc Leidelinger continues: "The variety of tasks improves customer service and increases staff loyalty. Thanks to teleworking, employees can log on from home to their office computer and process files, giving them greater flexibility in their timetable.

This business platform also has cross-functional experts in charge of implementing SBT at customer companies. These tools account for 35 % of business volume. Finally, the agency has a 24-hour service to meet the needs of its customers on the move around the world. This emergency service proved its worth during the recent disruptions to rail transport caused by bad weather.