Increasing customer reach and improving service quality – Tamil Nadu Tourism Development Corporation

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Improving Service Quality of Tourism Department

Problem

• Lack of digital presence and marketing of TTDC Hotels.
• Low occupancy rate, further highlighted by pandemic.
• Unutilised potential.
• Increasing customer complaints and no way to monitor customer feedback.
• Limited customer base.

Solution

• Listing of properties on OTA.
• Improving the User Interface and User Experience of the booking platforms.
• Listing of properties on google.
• QR code for collection of customer feedback.
• Social media handles for TTDC.

Outcomes

• Revenue earned through OTA – 1.74 Cr.
• Monitoring of Google reviews and feedback received to take measures to improve customer service quality.
• Instant collection of customer feedback.
• API integration allows streamlining of room inventory across different platforms.
• The system ensures no manipulation of feedback.

Challenges

• There were issues while adopting the technology as the human resources had to be trained to adopt the new technology.
• Due to manual interventions rate parity between different websites was an issue.
• Between technology switch, initially there were overbookings that had to be manually resolved each time.
• Manipulation of feedback.
• Evolving and transforming the system.

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Case Study

Improving Service Quality of the Tourism Department

Introduction:

TTDC owns and operates 25 hotels across Tamil Nadu. These properties are located in prime areas and hold a location advantage that not many hotels have. The hotels were listed on leading online travel aggregators.

Problems:

There was a lack of digital presence and marketing for TTDC Hotels. Also, the low occupancy rate, further highlighted by the pandemic posed a problem. The customer base was minimal. Again, increasing customer complaints and no way to monitor customer feedback posed a problem.

Solutions:

Improving the User Interface and User Experience of the booking platforms. Also, a listing of properties on google and QR codes were created for collecting customer feedback.

Outcomes:

1.74 crore revenue was earned through OTA. Google reviews and feedback received was monitored to take measures to improve customer service quality. Also, the instant collection of customer feedback was made possible.

Challenges:

There were issues while adopting the technology as the human resources had to be trained to adopt the new technology. Also, due to manual interventions rate parity between different websites was an issue.

Innovation:

The use of a QR code to collect customer feedback instantly is an innovative aspect of this project. Also, API integration to allow streamlining of room inventory across different platforms was made possible.

Opportunities:

The streamlined booking system is intended to integrate the same into a new Hotel Management Software for end-to-end automation of transactions.

Summary

The TTDC website was revamped. The hotels were listed on leading online travel aggregators. A digital system was created to collect customer feedback from the hotels. This system is monitored centrally, ensuring no manipulation of feedback.

For more information, please contact:
Mr Sandeep Nanduri, Director of Tourism and Managing Director TTDC at ttdc.chennai@gmail.com

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