and responsive call center. A CASE ... Sabre Red. Workspace powers DOMINICANA'S call center ... Workspace is on all desk
A DOMINICANA CASE STUDY
Streamlined booking platform brings new global capabilities and growth
A CASE STUDY DOMINICANA
Ambition: Viajes Dominicana Tours handles over 115,000 bookings annually through its user-friendly website and responsive call center. It’s one of Spain’s best-known and highest-volume leisure travel agencies, specialising in vacation packages to the Americas and Caribbean. Thanks to the more scalable and seamless online and call centre solutions by Sabre, and better visibility into flights and accommodations, DOMINICANA’S booking volume is up 20 percent and its prepared for even more in the future as they open new markets and offices.
A CASE STUDY DOMINICANA
Though it’s only a small coincidence,
offices are also driving a need for new technology
Lilian Núñez and the great Spanish
partners, too.
explorer Vasco Núñez de Balboa (1475 – 1519) share more than a surname: they’re both known for enabling exploration of the Americas and Caribbean. While Núñez de Balboa was one of the first
“Our other technology vendors simply couldn’t keep up with our international scalability requirements and
DOMINICANA needed a technology partner that
our pace,” said Núñez. “We needed to find a more
could adapt more quickly to increasing complexity,
flexible development environment so we could make
meet the market demands of an international
changes more quickly, and customize the platform for
selling environment, and provide a seamless
our expansion plans, and more importantly – our
connection between online and offline booking
customers.”
operations.
Europeans to lay eyes on Latin America and the Caribbean, Lilian Núñez and her team at Viajes DOMINICANA Tours helps thousands of Spanish travelers get there each month. As general manager at Viajes DOMINICANA Tours, Núñez leads a group of 30 travel professionals dedicated to finding the best routes, rooms and prices for their expanding customer base. DOMINICANA’S growing for good reason: investment in new international offices and new destinations are paying off, and adding volume fast. In addition to its two offices in Spain, it also has offices in Argentina, Columbia, Dominican Republic, Mexico and the United States. The international
INCREASING OPPORTUNITIES ABROAD
DOMINICANA chose Sabre for its global
Sabre gives us more offerings and better rates which is an ideal combination whether a customer is shopping online or calling us to help with their booking. With Sabre API’s and Sabre Red Workspace, our online and offline booking operations are identical now so the customer wins and so do we. Lilian Núñez, General Manager, Viajes Dominicana Tours
experience and capabilities, especially in North American and Latin American markets. Sabre Red Workspace powers DOMINICANA'S call center and customised Sabre Web Services connect quickly to DOMINICANA'S websites and travel planning tools. DOMINICANA has seen an increase in business since switching to Sabre: Bookings are up 20 percent year over year, and the company is better prepared to add more offices and travel options for its customers in the future.
A CASE STUDY DOMINICANA
Lilian Nú ñ General M ez, anager, Viajes Do minicana Tours
Action: Sabre expands horizons and empowers
new markets. DOMINICANA selected Sabre for its ease of use,
DOMINICANA’S personal touch is part of its brand
better fares, and improved booking capabilities. From
appeal. Its website makes online shopping easy with a
airline seating, to room availability, the enhanced visibility
bright, colorful, and inviting user experience that is
gives DOMINICANA customers more options to choose
powered by Sabre Web Services. For customers that
and buy.
want to speak with someone by phone, the Sabre Red Workspace is on all desktops so the same selections
“Like any other business, we can only sell what we
and pricing are in synch when booking through the web
have in inventory, what we have available,” said Núñez.
or a phone call.
“Sabre gives us more offerings and better rates which is an ideal combination whether a customer is shopping online or calling us to help with their booking. With
“We have a saying in Spain that is roughly translated to ‘everyone has the same coffee’ meaning there’s no real difference in some products or services,” said Núñez.
Sabre API’s and Sabre Red Workspace, our online and
“That is absolutely not true with Sabre. Its people,
offline booking operations are identical now so the
products and processes are clearly different and better
customer wins and so do we.”
than others. We’ve seen it and experienced it.”
A CASE STUDY DOMINICANA
Outcomes: Rising to the challenge. The new Sabre implementation at DOMINICANA
As for the future, the positive news has spread to
has gone smoothly, said Núñez. Internally,
DOMINICANA’S sister companies in Grupo VDT
DOMINICANA employees have been pleased with
and more business units are starting to rely more
the speed and new automation tools for booking,
on Sabre for airline and hotel bookings. Sabre’s
changes, and refunds. Fewer clicks by customers
meta channel optimization capabilities and better
and employees mean time savings that can now
search engine compatibility should also make a
be directed to more selling and problem-solving.
difference in DOMINICANA’S reach and topline
“With automated exchanges we have saved up
performance in the years to come.
to 20 minutes per transaction,” said Núñez. “That
“The Latin American market is one of the fastest-
equals a savings of over one full business day
growing areas in the world in terms of populations
saved for every 50 tickets exchanged.”
and business growth,” said Núñez. “Demand will
The time savings are being used for better
increase, service levels will need to rise, margins
service but also to prepare for future growth.
will always be under pressure. We’re better prepared
DOMINICANA has also implemented Sabre Web Services, specifically, the Mobile First and SOAP API’s. Sabre Dev Studio even developed a custom solution fully facilitating the entire integration process.
to face all of those challenges with Sabre.”
Upgrading to Sabre has helped us grow our bookings by 20 percent, with the same number of happy and productive team members. And when we do want to add more offices or staff, we know that the Sabre solutions can handle the growth. The Sabre platform is an essential part of our business plan going forward and we know we can count on it. Lilian Núñez, General Manager, Viajes Dominicana Tours
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