Caros Leitores,<\/p>\n
Falta pouco agora para nos despedirmos deste ano galopante e riqu\u00edssimo para o mercado! Quantas coisas a serem feitas em 2018, especialmente em termos educacionais e de capacita\u00e7\u00e3o de nossa m\u00e3o-de-obra operacional (a gerencial tem mais oportunidades).<\/p>\n
Nosso primeiro debate no F\u00f3rum ABRACORP foi excelente, direto ao ponto, e por incr\u00edvel que pare\u00e7a ainda faltou tempo para falarmos de comiss\u00f5es\/RAVs\/overs, etc. Mas j\u00e1 demos grandes passos nos debates p\u00fablicos a respeito do assunto, e estamos no caminho para encontrar uma “pacifica\u00e7\u00e3o” para o tema (que nada mais \u00e9 que ter transpar\u00eancia, deixar as coisas claras ainda na mesa de negocia\u00e7\u00e3o).<\/p>\n
MICE vem ganhando espa\u00e7o nas discuss\u00f5es, os Gestores se fortalecem com eventos bem mais qualificados e com todos agora querendo por perto os Gestores de Viagens e Eventos Corporativos, pois al\u00e9m de atrairmos patrocinadores, justificamos em parte o investimento dos expositores (desde os Conventions at\u00e9 Feiras como ABAV e WTM) – mas o importante \u00e9 que estamos ganhando nosso merecido e necess\u00e1rio espa\u00e7o.<\/p>\n
Aproveitando o espa\u00e7o, gostaria de dar uma satisfa\u00e7\u00e3o \u00e0queles que ficaram felizes com a minha chegada \u00e0 lideran\u00e7a da GBTA no Brasil.<\/p>\n
Esta semana, junto com o Daniel Iacomini (que era VP), sa\u00ed da Presid\u00eancia da associa\u00e7\u00e3o por “diverg\u00eancias de modo de atua\u00e7\u00e3o”, como disse ao Portal Panrotas. Como o mercado esperava muito que a entidade se transformasse com esta gest\u00e3o que iniciamos em Julho, e visto que o interesse comum (meu e do Daniel) para com o que t\u00ednhamos o prop\u00f3sito de realizar dificilmente seria alcan\u00e7ado, o certo a fazer era sair, pois n\u00e3o nos interessava apenas ter um t\u00edtulo – quer\u00edamos de fato trabalhar, agregar, inovar e transformar.<\/p>\n
Por respeito a cada profissional\u00a0<\/em>que nos apoiou, deixo abaixo um resumo do que fizemos nestes 5 meses:<\/p>\n Desejo boa sorte ao Vin\u00edcius Luz, da Unilever, que me sucede na posi\u00e7\u00e3o e gostaria de refor\u00e7ar que tudo que fa\u00e7o pelo mercado h\u00e1 5 anos continuar\u00e1 sendo feito, seja via HSMAI, TMG, SENAC, Workshops de TMCs e Redes Hoteleiras, Palestras por Skype ou pessoais, Blog do Panrotas, Revista TravelManager (Espanha), Argo School, encontros com estudantes universit\u00e1rios, Benchmark com colegas, Workshop com a Roberta Nonis – vamos em frente, e continuem contando comigo!<\/p>\n Por fim, convido-os tamb\u00e9m a visitarem o blog da Gabriela Otto para melhor compreens\u00e3o sobre Hotelaria Corporativa, que junto com Eventos, s\u00e3o as maiores caixas-pretas para qualquer Gestor:\u00a0http:\/\/blog.panrotas.com.br\/check-in\/<\/p>\n Direct Connect dos OBTs com Locadoras<\/strong><\/p>\n Quer reduzir suas tarifas de loca\u00e7\u00e3o de autom\u00f3veis? Estabele\u00e7a conex\u00f5es diretas em seu OBT com as locadoras (mais f\u00e1cil ainda para clientes com licen\u00e7a pr\u00f3pria da ferramenta). Da mesma maneira que as taxas do GDS s\u00e3o caras para os Hot\u00e9is, e plataformas locais est\u00e3o conseguindo reduzir suas tarifas devido ao custo mais baixo de distribui\u00e7\u00e3o, elas tamb\u00e9m s\u00e3o altas para as locadoras de autom\u00f3veis – no entanto, n\u00e3o h\u00e1 em vista canais alternativos de distribui\u00e7\u00e3o para as mesmas, e a conex\u00e3o direta apresenta-se como uma solu\u00e7\u00e3o.<\/p>\n O que devemos nos atentar ao adotar este modelo \u00e9 que a TMC pode n\u00e3o ter mais visibilidade da reserva, j\u00e1 que ela ser\u00e1 feita diretamente no invent\u00e1rio da locadora (desenhe o processo com sua TMC antes de tomar qualquer decis\u00e3o, mas n\u00e3o se deixe paralisar pelos obst\u00e1culos que podem ser colocados).<\/p>\n Aproveitando o ensejo, a Localiza-Hertz divulgou um texto muito interessante para Gest\u00e3o de Frotas, com 4 dicas pr\u00e1ticas. Confira em:\u00a0http:\/\/alugueessaideia.com\/saiba-como-garantir-o-bom-uso-do-carro-corporativo\/<\/p>\n <\/p>\n Smartrips –\u00a0https:\/\/smartrips.co\/<\/strong><\/p>\n Conheci atrav\u00e9s do Ricardo Amorim, s\u00f3cio da empresa, a Smartrips. Uma solu\u00e7\u00e3o pr\u00e1tica de Gamification<\/em>, com potencial alto e aplic\u00e1vel de redu\u00e7\u00e3o de custos de viagens. Vale a pena um bate-papo com os executivos (Lucas, Felipe e Caio) para entender melhor como podem se integrar com seus OBTs, viajantes e TMCs – h\u00e1 detalhes a serem tratados com o RH tamb\u00e9m, pois envolve ac\u00famulo de pontos para o viajante e troca por produtos, o que deve ser avaliado especialmente com a nova legisla\u00e7\u00e3o trabalhista (complemento de sal\u00e1rio?).<\/p>\n Pessoalmente, eu daria o acesso at\u00e9 para os meus consultores na TMC – se economizarem para minha empresa DENTRO das regras da Pol\u00edtica de Viagens (sem for\u00e7ar longas conex\u00f5es por exemplo, ou hot\u00e9is mal-conservados), que mal tem que acumulem pontos e troquem por uma geladeira para a casa deles? \u00c9 fato que \u00e9 obriga\u00e7\u00e3o deles economizarem, e temos que estar atentos para que n\u00e3o haja distor\u00e7\u00e3o do prop\u00f3sito apenas para ganho de benef\u00edcios pessoais em sacrif\u00edcio dos nossos pr\u00f3prios viajantes, mas tamb\u00e9m \u00e9 p\u00fablico e not\u00f3rio que o Gamification<\/em> estimula as pessoas a buscarem o melhor de maneira incans\u00e1vel, e n\u00e3o apenas eventualmente.<\/p>\n Texto oficial da Startup:<\/strong><\/p>\n “E se os funcion\u00e1rios gastassem o dinheiro da empresa como se fosse deles pr\u00f3prios? Ou at\u00e9 mesmo utilizassem as estrat\u00e9gias que est\u00e3o acostumados quando v\u00e3o viajar com a fam\u00edlia ou amigos para fazer com que a organiza\u00e7\u00e3o em que trabalham economizasse? Eles seriam reconhecidos por essa postura?<\/em><\/p>\n Quantos funcion\u00e1rios deixam de economizar em suas viagens pela empresa j\u00e1 que \u201cAfinal, a empresa est\u00e1 pagando mesmo! \u201d. E, do outro lado, quantas empresas deixam de reconhecer colaboradores que tomam decis\u00f5es de gastos conscientes e que pensam nos objetivos de longo prazo da organiza\u00e7\u00e3o?<\/em><\/p>\n Com essas quest\u00f5es em mente e baseados em um programa interno do Google nos Estados Unidos, a smartrips.co \u00e9 a primeira startup brasileira de tecnologia com um modelo de neg\u00f3cio em que os funcion\u00e1rios que economizam em suas viagens pela empresa recebem cr\u00e9dito em dinheiro e gift-cards de produtos e servi\u00e7os em lojas parceiras da ferramenta. De acordo com a startup, eles est\u00e3o, inclusive, expandindo o cat\u00e1logo para benef\u00edcios com parceiros educacionais e de doa\u00e7\u00f5es para ONGs.<\/em><\/p>\n Unindo conceitos de economia comportamental, psicologia organizacional e gamifica\u00e7\u00e3o a smartrips.co alinha interesses entre as empresas e seus funcion\u00e1rios e recompensa decis\u00f5es inteligentes.<\/p>\n Com um algoritmo propriet\u00e1rio que calcula quanto determinada viagem deve custar, a smartrips.co entende os par\u00e2metros da pol\u00edtica de viagens da empresa e o comportamento hist\u00f3rico dos viajantes e coloca a intelig\u00eancia de sua ferramenta para tornar a pol\u00edtica da empresa mais vis\u00edvel, din\u00e2mica e eficiente. Al\u00e9m disso, evidencia em um dashboard o comportamento da economia, dos gastos e at\u00e9 um comparativo entre \u00e1reas.\u00a0\u00a0<\/em><\/p>\n Os viajantes passam a optar por melhores escolhas e s\u00e3o incentivados por isso, em uma pegada de economia de compartilhamento e de novos incentivos. As din\u00e2micas da nova economia ampliaram as discuss\u00f5es em diversos setores da sociedade sobre as rela\u00e7\u00f5es entre colaboradores e empresas e novas solu\u00e7\u00f5es de alinhamento de interesses e de escolha de benef\u00edcios como a da smartrips.co aparecem no cen\u00e1rio para refor\u00e7ar a entrada de startups no setor de viagens corporativas”.<\/em><\/p>\n <\/p>\n KPIs P\u00fablicos para TMCs<\/strong><\/p>\n Um colega de uma TMC outro dia mencionou que seria interessante haver uma padroniza\u00e7\u00e3o nos SLAs (Service Level Agreements <\/em>ou N\u00edveis de Servi\u00e7o Acordados) e KPIs\u00a0(Key Performance Indicators <\/em>ou\u00a0<\/em>Indicadores-Chave de Performance) solicitados pelos clientes durante as licita\u00e7\u00f5es.<\/p>\n Como \u00e9 imposs\u00edvel padronizar, devido \u00e0s diferentes necessidades de cada organiza\u00e7\u00e3o compradora, deixo aqui minhas sugest\u00f5es de KPIs mais relevantes e comuns, bem como m\u00e9tricas de mensura\u00e7\u00e3o:<\/p>\n 1- Telefonia:<\/strong> % de chamados atendidos em at\u00e9 XX segundos (geralmente 80% atendidos em at\u00e9 20 segundos, ou 70% atendidos em at\u00e9 30 segundos – depende muito do valor do fee, dimensionamento da equipe, etc). Nesta m\u00e9trica \u00e9 poss\u00edvel incluir o Servi\u00e7o Emergencial, uma pe\u00e7a-chave na satisfa\u00e7\u00e3o geral do usu\u00e1rio com a TMC.<\/p>\n 2- Tempo de resposta a e-mails\/cota\u00e7\u00f5es offline por sistema:<\/strong> varia conforme complexidade da demanda, ou pode-se estabelecer uma m\u00e9trica para cada vari\u00e1vel. Exemplo: 4 horas para voos dom\u00e9sticos, 2 horas para voos com menos de 48 hrs do embarque, 6 horas para internacional.<\/p>\n 3- N\u00edvel de satisfa\u00e7\u00e3o do usu\u00e1rio final:<\/strong> seja com % de Satisfeitos e Muito Satisfeitos, ou com a utiliza\u00e7\u00e3o da m\u00e9trica Net Promoter Score (NPS), \u00e9 uma m\u00e9trica essencial.<\/p>\n 4- Precis\u00e3o de dados reportados (relat\u00f3rios de fee, gerenciais, bilhetes n\u00e3o-voados):<\/strong> sugest\u00e3o de que 99% dos dados venham corretamente preenchidos nos relat\u00f3rios – mas o cliente tem a obriga\u00e7\u00e3o de fazer com que dados cheguem \u00e0 TMC corretamente via carga de RH, com os viajantes preenchendo seus perfis corretamente, etc.<\/p>\n 5 – N\u00edvel de satisfa\u00e7\u00e3o do Gestor de Viagens\/Gestor do Contrato:<\/strong> avalia\u00e7\u00e3o semestral, ou anual, da satisfa\u00e7\u00e3o do Gestor com cada item. Importante que as respostas sejam direcionadas para o Diretor Comercial (local, regional ou global), jamais para o Gerente da conta – por raz\u00f5es \u00f3bvias (incluindo feedbacks positivos quanto \u00e0 performance do profissional, para que ele receba o elogio de sua Lideran\u00e7a).<\/p>\n E voc\u00eas? Que outros KPIs sugeririam? Deixem nos Coment\u00e1rios!<\/p>\n <\/p>\n Loc.space –\u00a0https:\/\/loc.space\/<\/strong><\/p>\n Da mesma maneira que conheci a Smartrips recentemente, tamb\u00e9m tive contato com a Loc Space, logo ap\u00f3s escrever sobre a necessidade de ampliarmos a cataloga\u00e7\u00e3o em MICE e de tecnologias que tornem este vasto conte\u00fado acess\u00edvel para os milhares de meeting planners<\/em> de TMCs, ag\u00eancias de produ\u00e7\u00e3o, produtores independentes, MICE Managers<\/em>, etc do Brasil todo. Ainda \u00e9 um emaranhado de informa\u00e7\u00f5es, mas a Loc.Space \u00e9 para mim o que a HRS, Omnibees e B2B s\u00e3o para a Hotelaria (especialmente a independente).<\/p>\n A loc.space \u00e9 uma plataforma que conecta uma pessoa que queira organizar um evento corporativo a um espa\u00e7o de evento dispon\u00edvel.\u00a0Ao inv\u00e9s de locar quartos em hot\u00e9is, na loc.space \u00e9 poss\u00edvel locar espa\u00e7os para eventos.<\/p>\n Foi desenvolvido um sistema para os hot\u00e9is poderem imputar valores das salas, disponibilidade, foto, capacidade e informa\u00e7\u00f5es \u00fateis. E assim, o usu\u00e1rio que est\u00e1 querendo achar o espa\u00e7o ideal para o seu evento s\u00f3 precisa pesquisar na cidade que ele quer fazer, a data e quantidade de pessoas que ir\u00e3o atender ao evento.\u00a0\u00a0Normalmente voc\u00ea precisa de outras coisas al\u00e9m da sala…de um microfone, projetor, tela, flipchart, coffee break, caf\u00e9, \u00e1gua…enfim, al\u00e9m do espa\u00e7o o usu\u00e1rio final tem como adicionar (como se fosse um carrinho de compras) servi\u00e7os de alimenta\u00e7\u00e3o, bem como equipamentos.<\/p>\n Ap\u00f3s ter adicionado os produtos desejados, voc\u00ea pode fazer a reserva com um cart\u00e3o de cr\u00e9dito ou fazer um deadline (funciona como se fosse um pr\u00e9-bloqueio das salas e servi\u00e7os por 3 dias) para dar tempo de mostrar as op\u00e7\u00f5es de espa\u00e7o e pre\u00e7os para seu aprovador – e depois fazer o pagamento por transfer\u00eancia banc\u00e1ria.<\/p>\n <\/p>\n ENGLISH VERSION<\/strong><\/p>\n Dear Readers,<\/p>\n There is little left now to say goodbye to this rampaging and very rich year for the market! How many things to do in 2018, especially in terms of education and training of our operational workforce (managers have more opportunities).<\/p>\n Our first discussion at the ABRACORP Forum was excellent, to the point, and incredible as it may seem, there wasn’t still time to talk about commissions \/ RAVs \/ overs, etc. But we have already made great strides in public debates on the subject, and we are on the way to find a “pacification” for the subject (which is nothing more than to have transparency, to make things clear on the negotiating table).<\/p>\n MICE has been gaining space in the discussions, the Managers are strengthening with much more qualified events and with everyone now wanting the Corporate Travel & Events Managers –\u00a0 as well as attracting sponsors, we justify in part the investment of the exhibitors (from Conventions to Fairs like ABAV and WTM) – but the important thing is that we are gaining our well-deserved and necessary space.<\/p>\n Taking advantage of the space, I would like to give a satisfaction to those who were happy and vibrant with my arrival to the leadership of GBTA in Brazil.<\/p>\n This week, along with Daniel Iacomini (who was VP), I left the Presidency in Brazil for “divergences of way of acting”, as I told to Portal Panrotas<\/em>. As the market was expecting a lot to be transformed with this tenure that we started in July, and since the common interest (Daniel and mine’s) for what we had the purpose to accomplish would hardly be achieved with this resistance, the right thing to do was to leave , because we were not interested in just having a title – we really wanted to work, add, innovate and transform.<\/p>\n As a demonstration of respect for each professional who supported us, here is a summary of what we have been able to do in these 5 months:<\/p>\n I wish good luck to Vin\u00edcius Luz, from Unilever, who succeeds me in the position and would like to reinforce that everything I have been doing for the market for 5 years will continue to be done, either via HSMAI, TMG, SENAC, TMCs and Hotel Chains’ Workshops, Skype or personal Speechs, Panrotas Blog, TravelManager Magazine (Spain), Argo School, meetings with university students, Benchmarking with colleagues, Workshop with Roberta Nonis – let’s go ahead and keep counting on me!<\/p>\n <\/p>\n Direct Connect with OBTs<\/strong><\/p>\n Want to lower your car rental rates? Establish direct connections to your OBT with the rental companies (even easier for customers with their own OBT license). Just as GDS rates are expensive for Hotels, and local platforms are managing to lower their rates because of the lower cost of distribution, they are also high for car rental companies – however, there are no alternative channels and the direct connection is presented as a solution.<\/p>\n What we should take into account when adopting this model is that the TMC may not have more visibility of the reservation, since it will be made directly in the inventory of the store (draw the process with your TMC before making any decision, but do not be paralyzed by the obstacles that can be placed).<\/p>\n Taking advantage of the opportunity, Localiza-Hertz published a very interesting text for Fleet Management, with 4 practical tips (in Portuguese). Check it out: http:\/\/alugueessaideia.com\/saiba-como-garantir-o-bom-uso-do-car-corporativo\/<\/p>\n <\/p>\n Smartrips – https:\/\/smartrips.co\/<\/strong><\/p>\n I met through Ricardo Amorim, a partner of the company, Smartrips. A practical Gamification solution with high potential and applicable travel cost reduction. It’s worth a chat with executives (Lucas, Fabio and Caio) to better understand how they can integrate with your OBTs, travelers and TMCs – there are details to be addressed with HR as well, as it involves accumulating points for the traveler and exchange for products, which should be evaluated especially with the new labor legislation (wage supplement?).<\/p>\n Personally, I would give access to my TMC consultants – what is the issue if they save money for my company WITHIN the rules of Travel Policy (without forcing long connections, for example, or poorly maintained hotels), to accumulate points and switch to one refrigerator to their home? It is a fact that it is their duty to economize, and we must be mindful that there is no distortion of purpose merely to gain personal benefits at the sacrifice of our own travelers, but it is also public and notorious that Gamification encourages people to seek the best of untiring way.<\/p>\n Official Startup text:<\/strong><\/p>\n “What if employees spent the company’s money as their own? Or even used the strategies they are used to traveling with family or friends to make the organization they work in? They would be recognized by this position ?<\/p>\n How many employees stop saving in their travels for the company since “After all, the company is paying even! “. And, on the other hand, how many companies fail to recognize employees who make conscious spending decisions and who think about the organization’s long-term goals?<\/p>\n With these issues in mind and based on an internal Google program in the United States, smartrips.co is the first Brazilian technology startup with a business model in which employees who save on their travels through the company receive cash and gift credit -cards of products and services in partner shops of the tool. According to the startup, they are even expanding the catalog for benefits with educational partners and donations to NGOs.<\/p>\n Joining concepts of behavioral economics, organizational psychology and gamification smartrips.co aligns interests between companies and their employees and rewards smart decisions.<\/p>\n With a proprietary algorithm that calculates how much a trip should cost, smartrips.co understands the parameters of the company’s travel policy and the historical behavior of travelers and puts the intelligence of its tool to make company policy more visible, dynamic and efficient . In addition, it shows in a dashboard the behavior of the economy, of the expenses and even a comparative between areas.<\/p>\n Travelers choose to opt for better choices and are encouraged by this, in a footprint of sharing economy and new incentives. The dynamics of the new economy broadened the discussions in various sectors of society about the relationships between employees and companies and new solutions of alignment of interests and choice of benefits such as smartrips.co appear in the scenario to reinforce the entry of startups in the sector corporate travel”.<\/p>\n <\/p>\n Public KPIs for TMCs<\/strong><\/p>\n A colleague from a TMC mentioned that he usually gets confused by so many different BIDs, and that it would be interesting to have a standardization in SLAs requested by customers during bids.<\/p>\n As it is impossible to standardize, because of the different needs of each purchasing organization, here are my suggestions for Key Performance Indicators (KPIs) as well as more common measurement metrics:<\/p>\n 1- Telephony:\u00a0<\/strong>% of calls answered in up to XX seconds (usually 80% answered in up to 20 seconds, or 70% answered in up to 30 seconds – depends a lot on the value of the fee, team sizing, etc). In this metric it is possible to include the Emergency Service, a key piece in the overall user satisfaction with TMC.<\/p>\n 2- Response time to e-mails \/ offline quotations per system:<\/strong> varies according to the complexity of the demand, or a metric can be established for each variable. Example: 4 hours for domestic flights, 2 hours for flights with less than 48 hours of boarding, 6 hours for international.<\/p>\n 3- End-user satisfaction level:<\/strong> whether with% Satisfied and Very Satisfied, or using the Net Promoter Score (NPS) metric, is an essential metric.<\/p>\n 4- Accuracy of reported data (fee reports, managerial, non-flown tickets):<\/strong> suggestion that 99% of the data is correctly filled in the reports – but the customer has an obligation to have data arrive at TMC correctly via RH, with travelers filling their profiles correctly, etc.<\/p>\n 5 – Level of satisfaction of the Travel Manager \/ Contract Manager:<\/strong> semi-annual or annual evaluation of the Manager’s satisfaction with each item. It is important that responses are directed to the Commercial Director (local, regional or global), never to the Account Manager – for obvious reasons, including positive feedback on the professional’s performance.<\/p>\n And you? What other KPIs would you suggest? Leave them in the comments section!<\/p>\n <\/p>\n Loc.space – https:\/\/loc.space\/<\/strong><\/p>\n Just as I met Smartrips recently, I also had contact with Loc.Space, shortly after writing about the need to expand cataloging in MICE and technologies that make this vast content accessible to the thousands of meeting planners of TMCs, production agencies , independent producers, MICE Managers, etc. from all over Brazil. It’s still a tangle of information, but Loc.Space is to me what HRS, Omnibees and B2B are for Independent Hospitality.<\/p>\n Loc.space is a platform that connects a person who is wanting to make \/ organize a corporate event to an available venue.\u00a0\u00a0Instead of renting rooms in hotels, on loc.space it is possible to rent spaces for events – allocating room values, availability, photo, capacity and useful information. And so, the user who is wanting to find the ideal space for their event just needs to search the city he wants to do, the date and number of people that will attend the event.<\/p>\n The platform will deliver the spaces that have availability to the selected date, as well as prices.\u00a0The cool thing is that in an event, normally you need other things besides the room … a microphone, projector, screen, flipchar, coffee break, coffee, water- and you can add them in the own website.<\/p>\n After you have added everything you want, you can either make a reservation with a credit card or make a deadline (it works as if it were a pre-lock of the rooms and services for 3 days) to give time to show the options of space and prices to approvers – and then make the payment by bank transfer.<\/p>\n","protected":false},"excerpt":{"rendered":"\n
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