Travel Management Company (TMC) and Online Travel Agency (OTA) Industry Overview

The travel management value chain is all about efficiency and scale. On one hand, the competitive marketplace is pushing margins; on the other, reduced commissions and incentives from partners have impacted revenues industry-wide. Industry players need to be able to increase business efficiency at same or reduced cost, while striving to improve top line revenue through innovative solutions. To succeed at this initiative, travel management companies and online travel agencies have been increasingly seeking the help of a Business Process Outsourcing (BPO) partner.

In the 25+ years we've been operating, Sutherland has amassed a deep understanding of the complexities and challenges of the travel industry. This has allowed us to tailor our integrated BPO solution to meet industry-specific issues, ranging from customer acquisition and service to analytical solutions and other functions across the entire value chain, maximizing our clients' business potential.

Our end-to-end services such as our customer management self-service tool and knowledgebase solutions are capable of alleviating key pressures, including channeling high-cost transactions to lower cost options while improving the customer experience.

Sutherland's BPO services for the travel management companies and online travel agencies include:

Front Office

Customer Contact Center - Front Office

  • Customer Sales/Bookings and Reservations
  • Cross Sell/Up Sell Ancillary products
  • MICE support
  • General Inquiries
  • Cancellations and Reschedules
  • Email and online Bookings Fulfillment
  • Itinerary Research and Planning
  • Complaints/ Correspondence Handling
  • Destination information
  • Customer Satisfaction Surveys, E-mail Processing
  • Chat Support
  • Schedule Change
  • Social Media Tracking and Management
  • Website Support

Mid Office

  • Fulfillment, PNR Completion and Update
  • Content Distribution
  • Refunds and Exchanges Management
  • ADM Verification
  • Seat Upgrades and Waitlist Clearance
  • GSA and Other Sales Reports
  • Deals and Supplier Contracts Updates
  • Net/Contract Fare Management with Pricing and Fare Updates
  • Revenue Protection - Fees and Commissions
  • Analytics and Newsletters

Back Office

  • Procurement
  • MIS
  • Payables Reconciliations
  • Expense Accounting
  • Receivables Reconciliations
  • Payroll Administration

The Sutherland Advantage:

  • Unparalleled capability to offer centralized as well as decentralized operational solutions for brick and mortar travel management companies and as online travel agencies
  • Deep experience in usage GDSs including Amadeus, Travelport and Sabre for fulfillment as well as transaction processing
  • Optimize revenue through Net Fare Management and optimized incentive achievements