Article English OPEN
SHAW, Robert ; ATKINS, Anthony (2004)
  • Subject: G400

This paper outlines an e-business strategy for a large independent Travel Agent with multiple sales channels and business units. The present configuration does not provide a framework for the development of e-business solutions for the travel company. The paper discusses the creation of an infrastructure for the development of the company’s Intranet to integrate its separate business units with Extranet technology using e-business applications. This strategy provides a stable platform and infrastructure capable of supporting the traditional business functions and allowing for development of e-business operations. The paper discusses a number of tools and techniques for strategic development to incorporate e-business sales channels. The most appropriate tools for application to the travel industry are discussed and their application has shown how the travel agent can develop competitive advantage through the use of strategic information systems. The creation of a centralised e-business system, utilising a Virtual Private Network (VPN) is outlined with a predicted cost savings of £1 million per annum. The application of a centralised e-business system supported by the VPN has allowed Customer Relationship Management (CRM) to be evaluated. An initial trial using a CRM system gave increased sales of £150,000, which if applied throughout the business would increase sales by £1.2 million.
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