Hotelplan Schweiz AG and Travelhouse AG have been operating under the joint name of Hotelplan Suisse since January 2008. As of 1st November 2008, the merger has been legally completed and the resulting company is registered under the name Hotelplan Suisse (MTCH AG).

Hotelplan Suisse is a business unit of Hotelplan Group and operates on the Swiss market with its brands Globus Reisen, Tourisme Pour Tous, Travelhouse, Hotelplan, Migros Ferien, Denner Reisen and bta first travel. Find more about Hotelplan Suisse on www.hotelplan-suisse.ch and about Hotelplan Group on www.hotelplan.com.

Hotelplan enhances customer service
with new online appearance

NetMatch helps Hotelplan to achieve their goal to provide
customers with high-quality travel journeys.

"NetMatch is an innovative, solutions-oriented, cooperative and reliable project partner … Especially we would like to mention the deep and profound travel knowledge combined with the technical know-how of all project members." Ursula Güntert, Manager Competence Center Internet/Campus

The situation

Hotelplan Group is the second largest tour operator in Switzerland. With a total group turnover of about 1,5 billion Swiss francs, serving up to 1,3 million passengers per year it is one of the major tour operators of Europe. To keep providing outstanding services to their customers , Hotelplan created together with NetMatch a new concept for their online presence. The website of the business unit Hotelplan Suisse was outdated and therefore unable to meet the new standards in travel e-business and online B2C channels. The decision to change was made in order to stay ahead of competition. Nowadays, one of the major challenges for a traditional (offline) tour operator is moving towards a multi-channel sales model. Next to the already established offline presence, the main goal is to create a strong online presence to facilitate the e-commerce selling channel.

The solution

Initially, Hotelplan provided NetMatch with their graphical design, a basic set of functionalities and a rough outline of their ideas. In close collaboration with the Hotelplan team, the requirements were created. NetMatch managed to support filtering on the various dimensions (e.g. price, duration, number of travelers) without ever ending up in a zero result set. Next to the NetMatch TourWeb e-business implementation there was a strong wish from the business side to have a fully customizable e-commerce website. NetMatch provided several dynamic components which could be controlled by the Hotelplan back office suite, the CMS and a tailor made online marketing environment. This enabled the business department to fully customize the new website to their needs.

All of the above functionality depends heavily on the availability of data. In order to ensure stability and performance NetMatch created an intelligent caching layer around Hotelplan's CMS, the campus caching service. Even if the entire CMS would be down, the caching service guarantees the uptime of Hotelplan's business critical application: the front-end website. To have an up-to-date Endeca index, NetMatch provided Hotelplan the possibility to invoke updates automatically. As soon as a subset of data is generated by Hotelplan's back office the update is automatically started. Those data intensive services are offered in a redundant and fail-over environment on the Endeca Index Platform, designed by NetMatch.

The result

By providing full control to the online travel business, Hotelplan is now able to directly influence the behavior of the website As a result, the online sales channel got more intuitive and special offers are much easier and faster communicated to the customers. Besides, frequent deployments of the website got also reduced, which lowers operational costs as well as the total cost of ownership significantly. The output of the website improved enormously: Average time on the websites increased by 25% and conversion rate by 20%. The solution provides a solid extendible platform on which Hotelplan can continue to increase their customer satisfaction.

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"As a project manager of Hotelplan Group, I experience the quality of service as very professional. I am constantly informed about the current state of the project and if necessary I can contact a specialist directly. This transparency and reliability allows me to inform our internal customers as desired. Having a good overview of the state of the project as well as getting fast answers on detailed questions is important for us." Reto Kuhn, Senior Project Manager Hotelplan

 

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Eric van der Hout Chief Executive Officer NetMatch More information? work: +31135811088
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