1. | 1
v
$24M Virtual Account Management
Project
Val Misra, US Senior Strategy Manager / Senior Project Manager
November 2016

2. | 2
Content
1. Background
2. Objectives
3. Deliverables
4. Functional Impact Assessment
5. Risks Identification & Assessment
6. VAM Project – High Level Plan
7. 4 VAM Portfolios
8. Measures of Success
9. Training Program for VAMs
10. VAM Accounts Call Brief
11. Sales-force Call Events Process
12. VAM Project Process & Analytics
13. Next Steps

3. | 3
Background
The Need To Manage The Long Tail/Unmanaged Accounts of the US TravelBound Business
1. A detailed analysis of the TravelBound business conducted in Q1 2015 revealed that there is a
large number of very small clients in our base that generate TTV/Revenue on a fixed, recurring
basis
2. The current account management model is based on face to face BDM roles that split the
accounts by territory
3. This model proved insufficient to cover effectively the whole base, creating a long tail of clients that
are effectively unmanaged (4,239 unmanaged accounts generating $24M TTV/Revenue annually)
4. Recommend to execute an Inside Sales function to manage all clients currently identified as
belonging to the unmanaged ‘Long Tail’ of our client base
5. Analysis of size and potential of clients identified what clients should be managed by the Inside
Sales function
6. There are enough clients to create 4 VAM portfolios
7. The project and the team that will ensue from it have been recently renamed Virtual Account
Management (yet to be confirmed)

4. | 4
Objectives
Q: Why Do We Need A Virtual Account Management Project?
1. The Primary Objective of the VAM Project is to a be a ‘A/B Test’ or ‘Proof of Concept’ for the VAM
function for US TravelBound and increase TTV/Revenues for the ‘Long Tail’ Accounts
• The function will be run on a pilot basis only on two portfolios (pilot group)
• Two other portfolios (control group) will be left unmanaged
• At the end of the pilot, results will be compared between the pilot and control group
• A decision will be made on whether to progress to full implementation mode or whether the
pilot should be ended
2. The Secondary Objective of the Project is to prove the concept and build on the learnings with the
intention of replicating this model to other regions (S. America, Europe, Australia)
Out Of Scope
This Project will not manage the VAM team moving forward on a BAU basis.
Once the Project is Successful:
1. A TL for VAM team will be hired
2. The 2 BDMs will be moved to the TL
3. The TL will hire 2 additional BDMs

5. | 5
Deliverables
Q: What Are We Setting To Achieve With The Virtual Account Management Project?
Work Stream Deliverable What it does
Organization
Create the VAM pilot
team
Hire, onboard, set up two VAM pilot BDMs
Office infrastructure Space for VAM BDM
Create in a future proof manner thinking of need for extra two BMDs
and for TL
Salesforce Set up of VAM in SF Setting up of BDMs, clients, end to end process, trigger setting
Telephony
Set up VAM team with
telephony solution
Identify best telephony solutions, set up and integrate to SF
Marketing VP alignment
Define what we sell, what is the value proposition of what we sell and
whether we need to create call briefings
Commercial
Criteria to be an VAM
client
Define clear criteria on when a client should be managed remotely and
when it should be managed face to face. Decide how often review
should be made to move clients from one channel to another
Reporting and
Insights
Set up a Customer
Insights function
Understand what clients to call, what conversations to have, space to
capture call data in SF, process to utilise call data with other data in
order to create more insights and more calls
Evaluation and
Deployment
Evaluate success of pilot
and decide on set up of
Define measures of success, measure KPIs, evaluate results, decide
whether to stop pilot, continue pilot but differently or to move to full

6. | 6
Functional Impact Assessment
Q: What Impact Does The Implementation of VAM Project Have On Different Business Functions?
Function Impact Severity Mitigating Action
SPD
Changes in SF and maintenance of
ongoing VAM project
Low
Client accounts to be updated with
BDM coverage
Sales
Alert Sales teams of new BDMs and
SF update in process
Med-Low
Send out email alert to Sales teams
with updates
Marketing
Develop new strategies to target
smaller accounts (long tail)
Low
Marketing to understand new clients
and tailor strategy
Revenue
Management
Greater options for existing
accounts and new price models
Med-Low
Alert revenue management team of
new client accounts in focus
Operations
May have new small account issues
to handle, especially for host clients
Low Alert operations in advance
HR Hiring, on-boarding 2 new BDMs High-Med
Decision: new hires, contract,
internal lateral shift or secondment
IT
Updates in SF, Atlas, CBS (if project
is successful)
Low
On-Going platform updates as client
accounts progress

7. | 7
Risks Identification & Assessment
Q: What Are The Potential Risks For The Project And On Possible Mitigating Actions?
Risk Description Impact Probability Mitigating action
Not Having The
Team In Time
There is the risk that recruitment
may take longer than expected in
order to find the right type of people
H M
Start recruiting now
Try and find internal candidates
where possible, also on
secondment basis
Consider agency personnel?
Project Goal
Definitions
There is the risk that Senior
Management and the US Sales
team may not always be aligned on
Project Objectives (A/B Test vs.
Only Business Results)
H M
Have weekly meetings between
Senior Management and US Sales
team for strategic alignment,
message and feedback
Global Project
Alignment &
Coordination
There is the risk that Senior
Management in the UK and US may
not align on many key Project
issues
H H
Have monthly Steering Meeting to
brief UK/US Senior Management
and align on strategic direction,
issues and feedback
Technology
There is a risk that setting up the
required New Forms and Process in H M
Start working on Sales-force forms
immediately for planning and

8. | 8
WORKSTREAMS
AND
ACTIVITIES
Set
up
project
governance
Data
and
scoping
Feasibility
assessment
Organization
Office
Infrastructure
IT
Infrastructure
Telephony
Marketing
Commercial
Reporting
and
Insights
Evaluation
and
next
phase
JAN FEB
2017
APR MAY
2016
MARAPR MAY JUN JUL AUG SEP OCT NOV DEC
VAM Project - High Level Plan
Overall Status: Project is proceeding ‘Well’ as per schedule
Milestones Achieved:
1. US Senior Manager SPD hired – Val (Completed)
2. 2 VAMs hired – Alex and Camila (Completed)
3. 2 VAMs’ training program completed in US and London (New)
4. 4 VAM Portfolios completed (New)
5. First ‘VAM Account Calls’ started Wednesday 27th September 2016 (New)
6. Have a Go-No Go decision at the end of December 2016 for project extension (Future)
7. Have Final US VAM Project results by May 2017 (Future)
First
call
Go-­‐No
go
decision
Final
decision

9. | 9
4 VAM Portfolios
4,239 Unmanaged Accounts to be Split into 4 Portfolios with 950 Accounts Each
Analysis:
1. TravelBound Account types: (i) Strategic Accounts (SAM): Most important to business TTV>$100K
(ii) BDM Accounts: $20K<TTV<$100K, (iii) VAM Accounts: TTV<$20K, (d) Host Accounts: Work
from home model, biggest opportunity, (e) Independent Accounts: Work independently of Consortia
3. Criteria for 4 Portfolios: Even balance of no. of accounts and TTV across Portfolios, Importance to
TravelBound business, Client IDs tied to SAM Accounts kept in same portfolio
3. Each of 4 Portfolios contains approx. 948 accounts and $5.8M TTV 2015 (Departures)
4. TravelBound Priority Accounts (tied to SAM/Host) strategically placed into Portfolios 1 & 2 (managed)
5. Portfolio 1: Camila managed, Portfolio 2: Alex managed, Portfolios 3 & 4: Unmanaged
No. CCC
Support
Accounts
In Scope
(Unmanaged)
Accounts’
Profile
Account
Types
VAM Covered
Accounts
Total
Accounts’
2015 €TTV
Total
Accounts’
2015 £TTV
Total
Accounts’
2015 $TTV
4,239
< $20K 2015
$TTV
SAM,
Host,
BDM,
Independent
All Account
Types at Client
Branch Level
€23.23M £19.75M $24.25M

10. | 10
Measures of Success
How Are We Going To Measure The Success Of The VAM Project?
Item Number Analytical Measure
1. TTV of Pilot Group > TTV of Control Group by X% during the Pilot Period
2. TTV of Pilot Group in 2016 > TTV of Pilot Group in 2015 by X%
3. TTV of Whole TB Business in 2016 > TTV of Whole TB Business in 2015
4. RN of Pilot group > RN of Control Group by X% during the Pilot Period
5. RN of Pilot group in 2016 > RN of Pilot Group in 2015 by X%
6. RN of Whole TB Business in 2016 > RN of Whole TB Business in 2015
7. Net Margin % of Pilot vs. Control Group? Contribution of TB YOY Comparison?
8. Client Feedback? Virtual Account Manager? Customer Survey? Using of NPS?

11. | 11
Training Program for VAMs
Status: Completed
Monday
29/8 Tuesday
30/8 Wednesday
31/8 Thursday
1/9 Friday
2/9 Monday
5/9 Tuesday
6/9 Wednesday
7/9 Thursday
8/9 Friday
9/9 Saturday
10/9
Camila
Monday
12/9
Camila
Tuesday
13/9
Camila
Wednesday
14/9
Camila
Thursday
15/9
Camila
Friday
16/9
Alex
Monday
12/9
Alex
Tuesday
13/9
Alex
Wednesday
14/9
Alex
Thursday
15/9
Alex
Friday
16/9
Camila
Monday
19/9
Camila
Tuesday
20/9
Camila
Tuesday
21/9
Camila
Wednesday
22/9
Camila
Thursday
23/9
Camila
Friday
24/9
Alex
Monday
19/9
9:00-­‐9:30
9:30-­‐10:00
10:00-­‐10:30
Meet
with
Greta
Van
Houtven
10:30-­‐11:00
Meet
with
Flavia
Alzetta
11:00-­‐11:30
11:30-­‐12:00
12:00-­‐12:30 LUNCH LUNCH LUNCH LUNCH LUNCH
12:30-­‐1:00
1:00-­‐1:30
1:30-­‐2:00
2:00-­‐2:30
2:30-­‐3:00
3:00-­‐3:30
3:30-­‐4
4:00-­‐4:30
4:30-­‐5
5:00-­‐5:30
**VAM
Project
Objectives,
Portfolios
Overview
with
Val
Misra
Atlas
Training
with
Samy
Menashy
RBS
Training
with
Patrick
Creary
Marketing
Training
with
Carmen
Cedeno
Marketing
Training
with
Bob
Ward
LUNCH LUNCH LUNCH
Operations
Training
with
Teisha
Seales
Operations
Training
with
Michelle
FindlayVAM
Individual
Review
of
Training
Sessions
Online
CVP
Training
(Double
Check
With
Stephanie
-­‐
online
tool)
LUNCHLUNCH LUNCH
Sourcing
Training
with
Laura
Humanez
VAM
Individual
Review
of
Training
Sessions
VAM
Individual
Review
of
Leon
New
York
Time
/Date
Operations
Training
with
Stephanie
DiNatale
Meet
with
Roberta
Rampazzo
(Zoom)
Value
Selling
Training
Day
2
Salesforce/Atlas
Training
with
Kati
Rautanen
(Zoom)Operations
Training
with
Gina
Cummings
CVP
Training
with
Stephanie
Hultin
(Zoom)
Meet
with
London
SPD
Team-­‐
Vikram
VAMs
Fly
Lon-­‐-­‐>NYLUNCH
Presentation
&
Telephony
Skills
Training
Value
Selling
Training
Day
1
London
US
HOLIDAY
VAMs
Fly
NY-­‐-­‐>Lon
Roberta
Rampazzo
Morning
Breakfast
8am
Value
Selling
Training
Day
1
9am
Value
Selling
Training
Day
2
LUNCH
Camila
Meet
with
Debbie
Donovan
(1)
Camila
Meet
with
James
Phillips
(1)
Alex
Meet
with
Tommy
Ryder
(2)
Alex
Meet
with
Debbie
Donovan
(2)
New
York New
York
Camila
Meet
with
Tommy
Ryder
(1)
Alex
Fly
NY-­‐-­‐>Pittsb
Alex's
Shadow
a
BDM
with
Linda
Heckman
in
Pittsburgh
Camila
Meet
with
Aimie
Johnson
(1)
LUNCH
Camila
Meet
with
Grant
Hayes
(1)
LUNCH LUNCH LUNCH
Camila's
Portfolio
Accounts
with
Val
(1)
Camila
Meet
with
Michele
Keally
(1)
Camila
Fly
NY-­‐-­‐>
DC
Camila's
Shadow
a
BDM
with
Debbie
Spatola
in
Washington
DCLUNCH
Alex
Meet
with
Michele
Keally
(2)
Alex
Meet
with
Aimie
Johnson
(2)
Alex
Meet
with
Grant
Hayes
(2)
Alex
Meet
with
James
Phillips
(2)
Alex
Portfolio
Accounts
with
VAL
(2)
LUNCH
US Meetings /
Inductions
US Sales Team (VP Sales & Marketing US/Senior Management, SAMs, Shadow a BDM 2 Days),
Operations, Marketing, CVP Training, Sourcing, Finance, Atlas/SalesForce Training, Leon Courses
Training
London Meetings /
Inductions
SVP Global Sales & Marketing, London SPD Team, Webtrends Training,
Value Selling Training 2 Days, SIP Training
• 3 Week Intensive Program with firm-wide departments (New York & London) created and deployed

12. | 12
VAM Accounts Call Brief
Status: Completed
Example TIPS
1
Hi
'Agent
name',
my
name
is
____________and
I
am
calling
from
Travel
Bound.
How
are
you?
.....I
am
your
new
Virtual
Account
Manager.
Do
you
have
a
quick
minute
to
go
over
your
account?
If
Yes?
(Proceed
with
Step
2)
If
No
follow
step
below
)
1.1
Use
Agent
name
if
available
Use
a
warn
positive
welcome
tone
Tell
them
why
you’re
calling
Be
ready
to
answer
questions
about
your
role
(what
is
a
VAM?)
How
much
do
you
know
about
TB?
1.1
Scenario
1
Great.
Agent
name
,
I
know
you’re
busy.
I’m
just
trying
to
check
your
calendar
availability
next
week
to
see
when
you
have
5-­‐10
minutes
for
a
quick
call.
Scenario
2
Thanks
for
your
time,
Agent
name,
can
we
schedule
a
call
for
___________?
or
when
is
the
best
time
for
you?
If
agent
is
unable
to
speak
at
the
moment
quickly
try
to
find
out
when
is
the
best
time
to
call
back.
WE
HAVE
IDENTIFIED
YOU
AS
A
KEY
PARTNER
AND
WANT
TO
GROW
WITH
YOU.
WHAT
IS
IMPORTANT
TO
YOU/ARE
YOUR
KEY
DRIVERS?
(COMMISSION,
TRAINING,
MARKETING
SUPPORT,
CUSTOMER
RESOLUTIONS,
AGENT
INCENTIVES,
ETC.).
CVP
IS
RESPONSE
TO
KEY
DRIVERS
CVP
IS
RESPONSE
TO
KEY
DRIVERS
I
would
like
to
follow
up
on
a
past
issue
with
our...
(e.g.
transfers
service).
Were
you
satisfied
with
the
outcome?
What
can
we
do
to
avoid
this
kind
of
issue
in
the
future?
We
would
like
to
thank
you
for
your
current
business
and
possibly
explore
new
ways
to
increase
them.
In
what
areas
do
you
feel
we
could
assist
you?
I
noticed
a
huge
drop
in
revenue
YOY
and
we
would
like
to
find
out
what
is
the
reason
behind
it
and
if
there
is
anything
we
could
help
you
to
get
back
on
track.
Go
over
our
effective
selling
technology
available
to
you,
our
POS
is
very
user
friendly
and
highlights
top-­‐picks
and
recommended
hotels
with
offers
and
discounts
built
into
the
final
cost,
making
it
easier
to
put
together
a
trip
including
transfers
and
tours
to
generate
a
higher
profit
for
your
agency.
Go
over
our
extensive
cross
selling
options
to
increase
sales
and
new
dedicated
crisis
management
team,
which
gives
you
peace
of
mind
when
booking
your
clients
vacations
We
would
like
to
tell
you
more
about
our
exciting
new
products
and
current
promotions,
we
just
contracted
dozens
of
airport
lounges
around
the
world
and
we
believe
this
could
be
a
great
selling
point
for
your
clients.
Or
if
there
is
any
area
where
you
need
help
please
let
us
know.
As
I’ve
noticed
you
are
only
approx.
10
bookings
away
from
reaching
your
next
commission
increase.
We
currently
have
great
promotions
in
Rome
and
I’m
sure
we
can
put
something
together
to
get
you
to
your
target
by
the
end
of
the
year.
(1)
CHOICE
that
delights
your
travellers
•
I
noticed
you
booked
several
reservations
to
Cancun
in
the
past,
did
you
know
we
now
have
over
7K
beach
properties
and
expect
to
have
10K
by
the
end
of
the
year?
•
Did
you
know
what
we
have
over
8500
tours
around
the
world
in
600
cities?
•
Did
you
know
we
have
contract
with
over
5K
luxury
hotels?
•
Did
you
know
we
have
250
deals
added
daily
to
our
site?
(2)
TECHNOLOGY
for
effective
selling
•
We
have
an
award
winning
website
loved
by
100K
agents
•
Fast
with
an
average
search
time
of
3
seconds
•
Instant
bookings
and
Instant
confirmations
(3)
SUPPORT
on
hand
when
you
need
it
•
Did
you
know
about
our
24/7
Global
support
for
your
travellers?
•
Did
you
know
about
the
2-­‐hour
cancellation
waiver?
•
Issue
prevention
(4)
EXPERTISE
to
drive
your
business
•
Dedicated
business
Development
Manager
•
Years
of
industry
Knowledge
(5)
COMPETITIVE
REWARDS
•
Commissions
discussion
•
Attractive
commercials
(collaborations,
engagements)
•
Travel
Agent
discount
program
Acknowledge
ALL
KEY
DRIVERS/recap
the
main
points
of
the
conversation
(past
issues,
product
training,
concerns)
Schedule
a
follow
up
call
depending
on
the
needs
of
the
client
Escalate
any
issue
if
necessary
Come
up
with
Client
Plan
(follow
through
on
first
call
with
second
call
via
CVP)
Use
a
GREAT
opening
sentence
to
brake
the
ice
and
start
the
conversation
Identify
the
areas
of
need
(training,
product,
website,
past
issues
etc.)
3 Client
Value
Proposition
(have
a
cheat
sheet
ready)
Find
a
way
to
incorporate
the
CVP
into
the
conversation
Identify
which
of
the
pillars
the
client
could
benefit
from
4 Closing
Summarize
the
information
collected
from
the
call
into
Salesforce
State
Your
Compelling
Reason
for
your
call
and
ask
questions
2
Action
Introduce
yourself,
position
your
company,
and
establish
rapport
Try
to
Schedule
a
future
appointment
Leave
your
contact
information,
Email,
Telephone
etc.
Try
to
find
out
who
are
the
main
drivers,
key
contacts
• Call Brief aligned with US Sales Senior
Management
• Call Brief will be tested and adapted as
per calls with accounts
• Conversations driven around: ‘What
are your key drivers/What is
important to you and how can we
service you?’
• Conversations on any issues will be
resolved incorporating the CVP 5
Pillars: Choice, Technology, Support,
Expertise, Customer Rewards

13. | 13
Sales-Force Call Event Process
Status: Completed
• VAM Accounts will be pre-
logged into SF in Batches in
order of VAMs calling
accounts:
(1) Small Independent
(2) Large Independent
(3) SAMs
(4) Host
• VAMs will log client
conversations and feedback
into SalesForce whilst on the
call
• Weekly/Monthly reports will be
generated to analyze

14. | 14
VAMs Process Flow
VAM Prioritizes Accounts in Batch by TTV and selects Account to Call
Research
Account
-­‐
Salesforce
Review
-­‐
Data/Account
Plan
-­‐
Top
Booker
Contact
Call
Account
(telephony)
Travel
Agent
Answers
-­‐ Intro
-­‐ Key
Drivers?
-­‐ Issues?
-­‐ Schedule
Follow-­‐Up
Call
Send
Post-­‐
Call
Email
Log
into
SF
Create
Account
AcLon
Plan
addressing
Key
Drivers
/
Issues
Send
Email
with
AcLon
Plan
Steps
(Offers/PromoLons)
&
Call
Account
to
Discuss
Log
into
SF
Send
Pre-­‐Call
Intro
Email
-­‐ Leave
V-­‐
message
-­‐ Send
Post-­‐call
email
requesLng
Lme
Call
Account
next
day
or
within
the
week
No
Answer
Log
into
SF
1.
2.
3.
4.
5.
6.
7.
8.
10.
9.
4.
5.
6.
7.
5.

15. | 15
VAMs Batches by Accounts
VAMs Are Calling Accounts In Order of Batches, Batch 1 & 2 = Training/Test Phase
Batch
No.
Priority
Type of
Account
Total
Number of
Accounts
2015 TTV
% Of Total
Completed
VAM1
VAM1 %
Completed VAM2
VAM2 %
Completed
Time
Spent
Batch
1
Low
Small
Independent
1,244
$1.8M
23%
628
Top
9.5%
616
Top
13.5%
3
Weeks
Spent
Batch
2
Med
Medium
Independent
474
$3.8M
0%
224
0%
250
0%
-­‐
Batch
3
Med
–
High
Large
Independent,
Small
SAM
120
$0.25M
0%
72
0%
48
0%
-­‐
Batch
4
High
Large
Independent,
Medium
SAM
45
$0.4M
0%
18
0%
27
0%
-­‐
Batch
5
Very
High
Large
Independent,
Large
SAM,
Large
HOST
15
$5.4M
0%
6
0%
8
0%
-­‐
TOTALS
1,898
$11.65M
MAIN OPPORTUNITY

16. | 16
Dashboard, Salesforce Analytics Tracker
New Dashboard Created for Tracking Events Made per Day/Week by VAM1, VAM2

17. | 17
Analysis, Salesforce Analytics Tracker
Dashboard Analysis: 2 Business Week Period of Mon 10/10/2016 – Fri 21/10/2016
VAM1 No. of Events for Batch1 Accountsà
• 17 Events logged per the week of Mon 10/10/16 – Fri 14/10/16 (Average Events per day = 3.4 Events per
day)
• 37 Events logged per the week of Mon 17/10/16 – Fri 21/10/16 (Average Events per day = 7.4 Events per
day)
• 54 Events logged per the 2 weeks (10 days)
• Average of 5.4 Events per day
• 19% Batch1 Completed (small independent accounts – testing/training period)
VAM2 No. of Events for Batch1 Accountsà
• 32 Events logged per the week of Mon 10/10/16 – Fri 14/10/16 (Average Events per day = 6.4 Events per
day)
• 52 Events logged per the week of Mon 17/10/16 – Fri 21/10/16 (Average Events per day = 10.4 Events per
day)
• 84 Total Events logged per the 2 weeks (10 days)
• Average of 8.4 Events per day
• 27% of Batch1 Completed (small independent accounts – testing/training period)
Combined Average Events logged for 2 VAMs over 2 week period: 13.8 Events per day

18. | 18
Events Tracking
Events Analysis: 2 Business Week Period of Mon 10/10/2016 – Fri 21/10/2016
Event Activities VAM1
Camila % of
Total Events
VAM2
Alex % of Total
Events
Total Events 54 100% 84 100%
First Call Spoke to Agent 5 9% 22 26%
Good Call? (received Key Drivers / Issues) 1 2% 22 26%
Call No Answer 33 61% 57 68%
Left Voice Message 11 20% 7 8%
Email Sent 20 37% 32 38%
Return Call Received from Agent 1 2% 2 2%
Follow-up Call Made & Spoke to Agent 0 0% 2 2%
Highlights
• VAM2 completed 1.5X the number of Events as VAM1 à VAMs need to make more calls and log more Events
• Each time VAM2 got the TA on the phone, he was able to get good feedback: Key Drivers & Issues (26% each)
• >60% of the time, VAMs were unable to get TAs on the phone (Average 36% success rate of getting TA on phone)
• 38% of the time, VAMs sent Emails to Accounts (after call)

19. | 19
Key Drivers & Issues Breakdown
Batch1 Small Independent Accounts : 2 Business Week Period of Mon 10/10/2016 – Fri 21/10/2016
38%
31%
15%
15%
Key
Drivers
for
Accounts
(%
Share)
Agent
IncenFves
Commission
MarkeFng
Support
27%
33%
0%
20%
20%
Issues
with
TravelBound
(%
Share)
Choice
ExperFse
Technology
Support
CompeFFve
Rewards
Small Independent Accounts
• Agent Incentives is the #1 Driver for Accounts (38%)
• Commission is the #2 Driver for Accounts (31%)
Small Independent Accounts
• Expertise is the #1 Issue for Accounts (33%)
• Choice is the #2 Issue for Accounts (27%)

20. | 20
Events Key Drivers/Issues Commentary
Example of VAM Account Commentary Logged into Salesforce
Type
Subject
Account
Name
Start
End
Last
Modified
By
Comments
Sales
Phone
Call
Intro Call (1A - Non
HOST/SAM - small)
MUSIKER
TRAVEL
10/31/201
6 4:00 PM
10/31/2016
4:20 PM
Alejandro
Dejesus
Excellent call with Arthur Giordano, top booker at the agency. He advised he has
always wondered why no one from TB contacted him in the past few years but he
is happy to have someone now. The agency production increased from $100+ to
$6000+ YOY. The agency main destination is Europe and he is already booking
hotels, transfers & sightseeing with us. Advised him of our airport lounges choices
as well. He would like to be included in all campaigns, promotions and any
information he could get to help grow the business. He had an issue in the past
with a hotel but the issue was sorted out in a timely manner. Overall he loves the
website, our rates, promotions. He is very happy with us. His main mono
destination is Italy. Advised him of our contract with context tours and will send
out the walks of Italy tour flyer along with current 2% promo, TA discount form and
my contact details. Scheduled follow up call
Sales
Phone
Call
Intro Call (1A - Non
HOST/SAM - small)
JANUS
TRAVEL
INC
10/31/201
6 4:50 PM
10/31/2016
5:04 PM
Alejandro
Dejesus
Spoke to Mark Janus, top TB booker. The main focus of the agency is cruises, we
are currently doing pre/post and transfer. Similar to other calls, agent was not
aware of our view only site. Once I explained to him and how it works, he was
very impressed about it and hope this will help him keep the sightseeing
additional revenue in house. He loved the concept! Advised of our shore
excursion tours starting at the ports in several European cities, again, he was not
aware of this. Sent out my contact details, promos, view only site, walks of Italy
tour etc.
Sales
Phone
Call
Intro Call (1A - Non
HOST/SAM - small)
LAND O
LAKES
TRAVEL,
INC
10/25/201
6 4:22 PM
10/25/2016
4:22 PM
Alejandro
Dejesus
Spoke to Melody Davis, Agency owner. Introduced VAM role. melody advised
business is currently down. They currently do not have any bookings with TB this
year. Due to elections many people are not booking at all. Sent out 2% promotion
and my contact details.

21. | 21
Project Next Steps
Next Steps 1. Pre-set Account Batches & Call Event Form in SalesForce
(process)
2. Send out Intro emails to VAM accounts
3. Start first calls to VAM accounts
4. Test and adapt the Call Brief
5. Execute remaining VAM Account calls
6. Understand calling capacity for future planning
7. Establish/test reporting techniques for VAM accounts
8. Finalize A/B Test for Portfolios 1,2 vs. 3,4 (Proof of Concept Test)