iRep background
The purpose of vRep is to enhance communication with the client by interacting with their complimentary ‘all-in-one’ mobile App. (This App will be the de facto information hub for the client when not in the company of the representative).
The business case that underpins iRep/vRep centres on three key points that span the marketing, sales and operations functions within the host organisation:
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efficiency (including time and communications benefits)
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improved upsell capability (in resort and pre/post holiday)
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enhanced customer experience (and thereby increasing loyalty to the brand)
To this end, the App can become a cost-effective solution for in-resort management by diminishing proprietary hardware/software dependencies and, at the same time, reducing ongoing development costs. The combined iRep/vRep App also becomes a potential sales enhancement tool.
Rationale and Approach
Cloudworks has examined the services offered to clients whilst holidaying abroad. Whilst the focus has been on holiday reps and their day-to-day interaction with clients, the broader needs of the both the rep and the client have been considered as well, together with the changing patterns of behavior abroad (largely influenced by technology), for example the ability of the client to become more self-sufficient.
In looking at potential solutions, Cloudworks has borne in mind the need for continually improving efficiencies in terms of time and money, as well as adding value to the services of the operations team.
Cloudworks has also looked at the customer retention opportunity offered particularly by vRep. In providing a simple and convenient smartphone tool to customers, the host then opens up a new, exciting and dynamic avenue of communication that is reusable and can survive beyond a single holiday instance. The interactive nature of the App renders it potentially more effective than an email in post-holiday communication (easily capturing user generate content, reviews, ratings, etc).