The situation. Diners World Travel was established in 1972 to serve Diners Club card members and grew into one of Singapore's leading travel facilitators, covering air ticketing, leisure travel, incentives, conventions and events. It was the first travel agency in Singapore to hold both the Singapore Quality Class award and ISO 9001:2000 certification.
The pressure. Travel agents work harder for a smaller margin. Prices change between purchase and departure, suppliers multiply, and every customer wants a tailored itinerary at the cheapest rate. The agency needed to store and analyse a large volume of changing data quickly, and its reporting ran on Excel files and the Abacus PowerSuite.
What Diners wanted. Finance manager Loo Kian Wai set the criteria in order: easy to implement and use, product quality, vendor support and implementer support. "Our intention was to look for an affordable and easy-to-use BI solution that would allow our users to extract and analyse information in the shortest possible time and without having to rely on the IT department."
What KMS built. A Qlik deployment with a KPI dashboard covering the company's sales volume and each consultant's performance, with reports going to management and to Diners World Travel's own corporate clients. The implementation was completed by the agency's IT team and KMS consultants together.
"The Business Intelligence solution offered by KMS has given us the opportunity to access and filter reliable information quickly thanks to a proper dashboard reporting system." — Loo Kian Wai, Finance Manager, Diners World Travel (Singapore) Pte Ltd
Results. Analytics that used to sit with IT is now run by a large group of users across the agency. Key data and trends are available at a click, time spent on research and analysis has dropped, and the business is more transparent to its own management and to its clients. Diners World Travel has kept its position among Singapore's leading travel consultants.
Diners World Travel replaces spreadsheet reporting with a sales and performance dashboard