Case Study
HelloWorld
Complete transparency around how franchisees are performing and tracking
Helloworld is one of the largest integrated international and domestic travel service providers in Australia and New Zealand. With retail brands that include Helloworld, Helloworld Business Travel, Magellan Travel, The Travel Brokers (NZ), MTA and the My Travel Group, Helloworld has more than 1,650 members and over 2,000 full-time staff.
When Helloworld approached Resurg, the travel giant was faced with a number of issues with their current business insight measuring tools. These included:
The Brief
Resurg was asked to develop a system that was not only faster and more functional than the current version, but adequately addressed the above issues. It also needed to efficiently help franchisees increase revenue, yield and profit across various areas of the business by showing them exactly how their business is performing.
The Solution
We started by connecting more than 5 of Helloworld’s mid-office (booking systems). To put this into perspective, Helloworld required more than 350,000 rows of data to be processed each month with the potential for over 1,000 users to be logged in at any time.
Then, we improved usability with a newly designed look and feel and enhanced the system to include three new areas of identified untapped potential designed to deliver value directly to franchisees:
Incentive Dashboards
Incentive dashboards provide an estimate on how the business is tracking relating to incentives. It shows the preferred percentage rate across the business, identifies where the business mix sits and the outcome of moving business to preferred partners, giving far greater visibility on booking patterns.
Forward Sales Functionality
Forward sales functionality provides a long sought-after solution to understanding the cash flow of the business. This shows agencies exactly when their expected income is coming in, giving invaluable cash flow knowledge and understanding of what is expected each month.
Airline Incentives
Airline Incentives show the franchisees where they are tracking with key airline partners both year-on-year and benchmarked against the network. It critically tracks flown revenue to indicate in real time how close to hitting another incentive level a business may be.
Key Benefits
Helloworld now has access to daily reporting on the performance of all major franchisee networks. It has eliminated isolated data systems, low data visibility and a lack of key KPI reporting. As we also provide a fully managed service, Helloworld has reduced its need for a large internal BI team and agency/franchise relations have improved through the engagement of both franchisors and franchisee network.
Results
Helloworld has reported a product shift over 3%, resulting in millions of dollars in increased revenue.