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Key Points
  • Most Online Travel Agencies (OTA) have leveraged the expertise of Business Process Management (BPM) partners to stay afloat amid changes and challenges
  • Like other industries, OTAs adopted outsourcing to achieve cost reduction. Early engagements were tactical and transactional
  • Today the OTA-BPM relationship is more strategic and the focus is on customization and achieving business outcomes (reduced cost of ownership, revenue enhancement and improved customer service and loyalty)
  • Future relationships will focus on creating high business impact by helping OTAs achieve a glocal strategy, cope with convergence, and innovate to stay ahead of the competition

Change has been the only constant for the online travel business. Most online travel agencies (OTA) have leveraged the expertise of Business Process Management (BPM) partners to stay afloat amidst the changes and challenges. BPM providers have added value to the online travel industry and contributed significantly to its evolution. As OTAs continue to face sweeping changes in the business landscape, the need to have a mature BPM partner on board is felt more sharply than ever before. Know how BPM has become an integral part of an OTA’s business strategy.

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