Q5. The DIT Portugal Group is also known as an organization that favors innovation in its internal practices. Since June 2018 that Viewtravel has been available from the group intranet, what is the balance of these 4 months and how has Viewtravel enriched your offer?
Paulo Lages: “With the integration of Viewtravel on our intranet and delivery of Viewtravel to agencies, we have come to the conclusion that our agencies interact with the customer with this application in a different way. It is not sending an email, not sending a file in Excel, PDF or Word, it is not writing on a sheet a budget that we want to give the client. It is to reach the client technologically, providing not only management but also adding training, technology and differentiation. Receiving a budget through Viewtravel during a dinner of friends can be a reason for conversation … “I have now received a budget from my agency, … would you like to see?,” and everyone “I’ve never seen this …”. This is one more reason why we chose Viewtravel, in reality, we see that it has a huge potential to reach customers. We started with the Viagens Pisamundo where it is integrated into the marketing part and promotion of the Viagens Pisamundo. So, all the Viagens Pisamundo will have this platform because, in reality, we want the Viagens Pisamundo to be a franchise different from what exists. We want people looking to Viagens Pisamundo as an agency that has the knowledge, has the professionalism and has technology different from what they are used to.”
Q6. The DNA of the DIT Portugal Group is unique. What is the secret of this differentiation when compared to other similar companies?
Paulo Lages: “Our founder, Jon Arriaga, is the source of our uniqueness. He is a person who started a company from scratch, with all the knowledge, know-how of a travel agency and tour operator and turned everything into technology. This is what we want to pass to the market. The message that we are different and that we provide different options to the agencies that work with us…, so that these agencies can innovatively reach the customer!”
José Pires: “Our base DNA is … we are more than a management group. We invest in proximity, we work closely with the agencies, and this allows us to help the agencies become more profitable and reduce their costs. The closer we are to the agencies.. closer to the travel agent, the more we learn to improve our service and the way we perform. We are not here just to be a central purchasing office and negotiate commissions with tour operators. We have to be more than that. We have to be present in all parts of the travel agency business. All parts of the business … everything that has to do with the agency telecommunications, training, technology, … we have to be present in all areas. Our role as a management group is to be more than a management group. It is to overcome that part of the contract negotiation, which anyone does. We will have to create a whole set of added value, things that take away concern from travel agencies. The agency asks for… I need this, … we have it…, I need that, … we have it, … it’s these kinds of concerns that guarantee that the agency will waste less time, will worry less about accessory things… leave that part to us and focus on selling! We have a problem, we need to train a person… DIT Portugal sends a professional to be there a whole morning or an entire afternoon to give training on a certain aspect. We need to train the software… we’ll be there one morning. We’ll teach Viewtravel, we’ll teach what it takes for the agency to take advantage of the software and we’re including it as much as possible with a fair price. And it´s not only a matter of price, we believe in Viewtravel as a good thing to promote sales and differentiation.”
Paulo Lages: “At the moment we have the DIT Academy active which is a training option for independent agencies. If a travel agent wants to refresh and make an update of what is the new world and the tourism market we make available a training week… we offer what is necessary for the travel agent to become updated with all the news and all the new ways of working. A travel agency says… I want to hire a person, but in reality, during their daily activities there´s no time or availability to do it, we will become responsible for this task. They have the person there and no one will be able to give the necessary attention. We are available to give this training. We invest in proximity. We are creating a relationship of proximity, we are visiting agencies and we are doing analysis, we are providing one-to-one consultancy services that help orientate to the right direction, to point to new markets, to new options, to new software, or new solutions. For example, this month we will launch a hotel booking engine that compares the best options… works as a comparator, that allows the selection from 5, 6, 10… operators… check what is the best price… and define where I wish to make the reservation.”
Q7. Viewtravel made any difference? What is the added value that Viewtravel brings to DIT Portugal? Tell us a bit about Viewtravel and the impact it has had on travel agencies that provide support and management services and how do you enrich your offer?
Paulo Lages: “We started in March 2018 with the marketing of Viagens Pisamundo and Viewtravel was one of the tools that we included in the package for these agencies, why? Because in reality, we have not only seen the great potential that this software brings to us as a management group, but also how it helps the agencies towards their clients. After starting with Viagens Pisamundo, we started to expand Viewtravel to other travel agencies of the group. Nowadays we are promoting Viewtravel and some agencies are requesting Viewtravel by themselves because they have seen the benefits of using it. In fact, all those who already work with Viewtravel have already transmitted us that in terms of customer approach and customer satisfaction this is a great productivity tool. Viewtravel as all the necessary trip information, it´s easy to look for images and video, it helps sell better, and brings an effective return on sales, that are increasing due to the platform usage.”
Q8. In future terms, what is the vision of the DIT Group? And how can Viewtravel help you achieve a more prosperous future?
Paulo Lages: “With Viewtravel we’ve added more service. What we really want is to provide better services and options to travel agents so that they have their life simplified. We want to facilitate their work… and Viewtravel really came to facilitate, a lot, everybody’s life. It changed the way you provide the trip information to the customer. It helps the customer before, during and after the trip, … not only provides the travel agent proposal and financial information about the trip, but also provides useful information like… what is the type of plug available on that country, the type of electricity, what is the currency, which is the time difference, which is the climate,… and with the new directive is necessary not only to verbalize, but also to contractualize all these changes. Viewtravel also adds more value by providing the information that the final customer needs. Last, but not least Viewtravel allows the agent travels to reduce the number of “complaints”, or prevent requests for help because, in fact, the final customer has always available his proposal and travel itinerary information with him.”
Below you have the original recording in Portuguese (PT) language. Click to start listening.