Flight Centre says it has successfully implemented a global services' marketing solution to enable consultants to easily interact with customers after bookings have been made.

Published: 30 Oct 2005

Flight Centre says it has successfully implemented a global services' marketing solution to enable consultants to easily interact with customers after bookings have been made.

According to reports in Australian media, Flight Centre is claiming its
new automated marketing technology system has been a success since its
May 2005 roll-out.

The Marketing Automation solution, produced by Premiere Global Services
enables consultants to interact with their customers after a booking has
been made - by sending thank-you postcards, 'bon voyage' SMS messages,
and 'welcome home' emails.

The company said it realised 70 per cent of Flight Centre existing
customers planned to book more travel within 12 months from their
original booking, and realised the importance of post sale follow-up to
help maximise its chances of retaining customers. Consultants can then
select from pre-defined messages, write their own message, preview the
look and feel of each scheduled piece, and edit or cancel if required.

"We wanted a solution which would help us to let our customers know that
we appreciate their business, provide them with reassurance after
they've made a booking and increase our chances of keeping them as a
customer the next time they need to make travel plans," Flight Centre
Limited's direct marketing manager, Chris Preston said, according to
eTravelblackboard.com.

The system allows consultants to choose who receives the communication,
the type of communication they receive and precisely when they receive
it. The service has been implemented in more than 550 Flight Centre
branded stores in Australia, 50 Escape Travel stores and is scheduled to
be rolled out to all Travel Associates and Student Flights stores by the
end of the year.

In accordance with SMS and email legislation, all messages are run
through Flight Centre Limited's 'blocked customer' system for those that
have previously requested not to receive SMS or email messages.