攜程-S(09961.HK)首推自營服務執行標準流程 另斥資千萬人幣打造「旅行足跡」系統
內媒報道,攜程-S(09961.HK)於北京舉辦主題為「服務-數字」的團隊遊發布會,會上首推團隊遊服務SOP-攜程自營服務SOP(攜程自營服務執行標準流程),將行前、行中、行後整個履約過程拆成70個細分環節,並為每一環制定服務標準。
同時,攜程面向自營品牌旗下逾四千條內地團隊遊產品,首創「旅行足跡」系統,通過給導遊配備電子工牌,規範導遊在接送、景區講解、酒店、用餐等各類服務場景的行為,運用「旅行足跡」系統打卡留痕,使「參差不齊」的導遊工作變得流程化;此外,系統監測突發問題,隨時提醒導遊及一線工作人員進行糾正,快速解決相關遊客問題,實現服務閉環式效應。
據了解,攜程斥資上千萬元人民幣打造「旅行足跡」系統,以物聯網終端技術為基礎,通過AI智能及數字化系統突破「服務不可追蹤」的行業經典難題。目前攜程自營服務SOP可覆蓋90%的旅行者出遊痛點,覆蓋80%以上的行中出遊服務問題。
數據顯示,本年3月至今,攜程團隊遊訂單量按年增長超10倍。暑期訂單量增長更為顯著,提前一個月的暑期訂單量按年大漲超20倍。
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