3. 2. What is Segthor? .: :. To maximize our clients profits by using relational marketing through state of the art technologies and innovative management concepts Our Mission... Monitor and analyze your global tourists and entities data (hotels, travel agents, etc…) and create global campaigns for end customers in all the world. Get to know your most valuable customers and make more profits by creating new sales opportunities using CRM and web reservation tools. Create and sell tourist products and campaigns using the most sophisticated dynamic packaging tools on the web. Are you a public entity ? Are you a hotel or hotel group ? Are you a travel agency ? Segthor Globe Segthor Travel 2.0 Segthor Hospitality

4. 3. Using Segthor if you are a PUBLIC ENTITY .: :. To maximize customer loyalty to your tourism region and to monitor tourist entities activities The best benefits: Know all your clients Create, organize and segment tourist databases to promote targeted and global campaigns and redefining your tourism products and services. Analyze and manage trends Monitor hotel and tourist entities data to know end-customers preferences, quality of services, performance, customer types and international benchmarking. Create more profits using cross selling 2.0 Promote B2B and innovative cross selling relationships between hotels and other tourist agents to create more value to your offers as a tourism region. Segthor Globe mixes state of the art CRM and Web reservation technology with the latest management and marketing concepts. Segthor Globe: the solution for public entities managing tourism regions

5. 4. Using Segthor if you are a HOTEL .: :. Generate ROI – Return on Investment more rapidly with database segmentation and powerful web reservation systems The best benefits: Interact with your clients If you know your clients and their preferences you can design and present new services more related to their needs and wishes, creating new sales opportunities. Direct technology Segthor Hospitality gives you CRM, Web and GDS reservation technology directly connected to your PMS and other systems (F&B, Golf, SPA’s, etc…), permitting fast and secure transactions. The power of cross selling Cross selling is most effective for maximizing the value of customers. We offer several solutions for designing and implementing sucessful cross selling strategies. Segthor Hospitality gives you CRM, Web and GDS reservation technology directly connected to your PMS and other systems (F&B, Golf, SPA’s, etc…) Segthor Hospitality: know your best clients to gain more value

6. 5. Using Segthor if you are a TRAVEL AGENCY .: :. Transform your customers in power sellers using web 2.0 solutions The best benefits: Broadcast yourself Transform your clients into power-sellers, by creating social portals to promote their travel itineraries and multimedia tourism content. Motivate your workers Create motivation programs for your workers, upgrading their abilities to use Web 2.0 to negotiate more and sell more through alternative channels. Automatic dynamic packaging Generate automatic tourist products using our dynamic packaging tools and implementing them through several technological platforms. Segthor Travel 2.0 is a powerful solution to maximize the value of DIY - Do It Yourself clients in traditional travel agencies. Segthor Travel 2.0: the new era of web travel agencies

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8. Guest Relationship Model .: :. Promotions Management up-sell and cross-sell Buy Decision Recommendation “Tell a Friend” Repeat buy Beginning of trip and stay. End of trip and stay 5. How to use Segthor CRM ? 4 – Post-stay evaluation Evaluation of levels of satisfaction of stay and services rendered. Sharing experiences with other potential buyers. 1 – Destination decision and trip planning Necessity – Choice of Destination Search for Information Evaluation of Offers 2 – Initial Contract Reservations, payment and logistics planning 3 – Experience of trip and stay Comparison between experience and expectations Increased consumption during stay

10. The Contract Opportunity captured: On-line reservations .: :. $ ? ... ...  !  Our potential guest accesses the hotel Site in order to find out more about the hotel and promotional offers . Common Situation Future Situation with CRM Segthor The guest finds some information about the prices and special offers. Next, he sends an e-mail to get additional information. The hotel provides the information, however does not know the guests preferences. The hotel is not capable to promote the up-se l and cross sell $   In the hotel Site the guest finds special offers that may interest him. He proceeds to make reservations Net (using his personal account area). The reservations office can confirm the request either by telephone or through the guest personal account area in the Site. ? ? The reservations office uses this opportunity to suggest additional activities and services according to the guests preferences.  5. How to use Segthor? 1 2 1 1

11. Trip and stay experience Business development: Personalized value proposals .: :. The guest arrives at the hotel and wants to know more about in-house sports and entertainment activities, available. Common Situation The guest checks in. Reception gives him the keys to his room. During check in the guest is identified as a value client and the receptionist has instructions to upgrade the room previously allocated to him. x 1.. 2.. 3.. The guest asks reception for suggestions of activities and requests brochures.    The hotel presents the guest with previously selected activities related to his preferences.  The guest appreciates the personalized service. 5. How to use Segthor? Future Situation with CRM Segthor  1 1 3 1

12. Post stay evaluation Campaign directed at frequent guests. .: :.    The hotel decides to promote special activities to frequent user guests . The hotel sends a communication to all guests in the data base promoting a specific activity . The control of the replies is made manually . The hotel executes one promotion directed to the specific interest groups, one golfers and the other couples close to celebrating wedding anniversaries. Segthor sorts out the replies by interest group and produces feedback reports.  The reservations office confirms guests reservations.  The hotel does the follow-up on the feedback. ? ? The hotel then contacts all the guests that showed interest in participating. The ratio of clients adhering is low because the communication was not differentiated. Personalized communications produce high returns. 5. How to use Segthor? Common Situation Future Situation with CRM Segthor 1 1 1 4

13. .: :. Post stay Evaluation Follow-up Campaign: Tell a Friend The guest ends his stay at the hotel and leaves his contact. At a later stage the hotel can, via a promotion, request the guest to recommend the hotel to his friends.  The hotel sends a follow up “thank you for your preference” communication Common situation The satisfied client recommends the hotel to his friends. The hotel executes “tell a friend” campaigns to obtain a net work of contacts from the present guest data base ? In future the hotel can not act pro-actively with the guests recommended !  Segthor groups the new contacts in a data base of potential costumers… … that can be used to send hotel advertising material or promotions ? ? ? Example: The hotel personalizes a usual costumer presentation that he can send to his friends The hotel is not able to recognize the origin of the recommendation 5. How to use Segthor? Future Situation with CRM Segthor 1 2 3 4

14. Post stay evaluation Customer satisfaction evaluation questionnaire .: :.        The hotel hands out questionnaires to its guests .  The guest ends his stay and the hotel requests him to fill in a satisfaction questionnaire. The recovery of the completed questionnaires is done and processed manually. The hotel hands out guest satisfaction questionnaires to the guests. The questionnaires can be sorted by interest groups. Segthor treats the answers in the system and produces reports with the results by interest groups.  % Turismo The results of the questionnaires are mainly for internal purposes. The results of the questionnaires may be divulged internally, communicated to the guests and published or used for advertising purposes The completed questionnaires may also be used to determine each individual guest profile. x It is difficult and time consuming to introducing in the system the information received. 5. How to use Segthor? Common Situation Future Situation with CRM Segthor 1 1 1 4