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Viajes corporativos en la era digital

Imagine su empresa, compra un pasaje aéreo a su principal ejecutivo para asistir a una importante reunión de negocios. El pago se realiza con la tarjeta de crédito corporativa y el pasaje es emitido por la agencia de viajes. La solicitud genera el registro del gasto directamente en el sistema de la empresa. Al mismo tiempo, la habitación se reserva a través de un portal en línea, que intercambia información con el hotel para comprobar la disponibilidad de vacante, mientras que este último bloquea la habitación para esa fecha.


Jorge Fernando Bayá (*) / Colaboración Revista GM5

El check-in en el aeropuerto y en el hotel son hechos por el celular. Al subir a la habitación, el huésped no tiene llave o tarjeta. Un mando del teléfono móvil abre la puerta. Como ya es huésped frecuente, el hotel ha registrado sus hábitos de consumo y envía un SMS con una oferta de la tienda ubicada en el vestíbulo. Al pedir la cena en la habitación, el huésped envía un mensaje directamente a la cocina del hotel, ganando tiempo y eficiencia en el servicio.

Los datos sobre las solicitudes y el comportamiento del huésped se almacenan para generar nuevas ofertas personalizadas a través de un CRM impulsado por un programa robusto de data analytics. Cuando vuelve de viaje, el usuario realiza cuentas automáticamente en el sistema de control de viajes de la empresa, lo que ayuda a racionalizar los gastos de viajes corporativos.

Esto es sólo una muestra de la experiencia de un viajero en el futuro próximo. En realidad, algunas de estas innovaciones ya están disponibles. Al final, la revolución digital cambió el comportamiento del consumidor en todos los sectores y no sería diferente en la industria del turismo. ¿Dudas? Entonces trate de recordar cuándo fue la última vez que compró físicamente un pasaje aéreo.

(*) Jorge Fernando Bayá, Director Regional General para Mercado Internacional de TOTVS y Director de TOTVS CMNet para el Sur de América Latina

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