Mar 11, 2021

Salesforce and TTC: Transforming the customer experience

The Travel Corporation
Salesforce
William Smith
2 min
Salesforce and TTC: Transforming the customer experience
Michael Green, Senior Vice-President, on leveraging technology to meet the evolving expectations of today’s consumers...

The Travel Corporation (TTC) has been a Salesforce customer since 2014. “TTC has been leveraging Salesforce technology to consolidate processes and systems to help accelerate sales cycles, ensure consistent communication across marketing and deliver seamless customer service,” says Michael Green, Senior Vice-President, Head of Retail & TTH (Travel, Transport & Hospitality) in the UK & Ireland. “Salesforce solutions have been helping TTC go to market through their indirect model - via travel agencies and resellers.” 

In recent times, TTC has evolved their business model from a B2B (business to business) to a B2C (business to consumer) facing organisation. “TTC had a clear vision, they wanted to get closer to their customers, and they came to Salesorce to understand how to achieve this. The travel industry has faced enormous challenges of late, and the need to find different ways to serve customers and build resilience into entire business models has accelerated many brand’s digital transformation journey. TTC were already on that path with a clear end goal in sight. 

“Part of the work we’ve been involved in, is harnessing TTC’s vast amount of data, which has been accrued over the brand’s one-hundred year lifespan. We have been able to unify that data to provide a single source of truth. Having this 360-degree customer view is crucial for enabling TTC to have more contextually aware interactions with their customers. The data exists to inform the right approach at the right time."

“We know customers are demanding more from their online experiences, they crave more personalised, high-value and easy to use services. By leveraging Salesforce technology TTC is able to deliver personalised experiences at scale. When a customer chooses to interact with the brand, they want to be known and understood – not as the buyer of a specific product or service, but as a person with a unique, and evolving set of needs.”

After seven years of working together, Salesforce is laser focussed on continuing to be a trusted digital advisor to TTC. “Like many other brands, TTC is having to navigate through the Fourth Industrial Revolution – as well as the ever-evolving economic, geo-political and social circumstances. It’s not just about supporting them as they run their business but helping them change their business,” says Green. “At Salesforce, trust is our number one value, and it is a key component to the success of any digital transformation project. This is built through being honest, demonstrating proven credibility and drawing on a vast array of expertise to inform decision making.” 

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Jun 14, 2021

5 minutes with... Janthana Kaenprakhamroy, CEO, Tapoly

Tapoly
Insurance
Leadership
Digital
Kate Birch
3 min
Heading up Europe’s first on-demand insurance platform for the gig economy, Janthana Kaenprakhamroy is winning awards and leading with diversity

Founder and CEO of award-winning insurtech firm Tapoly, Janthana Kaenprakhamroy heads up Europe’s first on-demand insurance platform for the gig economy, winning industry awards, innovating in the digital insurance space, and leading with inclusivity.

Here, Business Chief talks to Janthana about her leadership style and skills. 

What do you do, in a nutshell?

I’m founder and CEO of Tapoly, a digital MGA providing a full stack of commercial lines insurance specifically for SMEs and freelancers, as well as a SaaS solution to connect insurers with their distribution partners. We build bespoke, end-to-end platforms encompassing the whole customer journey, but can also integrate our APIs within existing systems. We were proud to win Insurance Provider of the Year at the British Small Business Awards 2018 and receive silver in the Insurtech category at the Efma & Accenture Innovation in Insurance Awards 2019.

How would you describe your leadership style?

I try to be as inclusive a leader as possible. I’m committed to creating space for everyone to shine. Many of the roles at Tapoly are performed by women and I speak at industry events to encourage more people to get involved in insurance/insurtech. Similarly, I always try to maintain a growth mindset. I think it’s important to retain values to support learning and development, like reliability, working hard and punctuality.

What’s the best leadership advice you’ve received?

Build your network and seek advice. As a leader, you need smart people around you to help you grow your business. It’s not about personally being the best, but being able to find resources and get help where needed.

How do you see leadership changing in a COVID world?

I think the pandemic has proven the importance of inclusive leadership so that everyone feels supported and valued. It’s also shown the importance of being flexible as a leader. We’ve had to remain adaptable to continue delivering high levels of customer service. This flexibility has also been important when supporting employees as everyone has had individual pressures to deal with during this time. Leaders should continue to embed this flexibility within their organisations moving forward.

They say ‘from every crisis comes opportunity’, what opportunities do you see?

The past year has been challenging, but it has also proven the importance of digital transformation in insurance. When working from home was required, it was much harder for insurers to adjust who had not embedded technology within their operating processes because they did not have data stored in the cloud and it caused communication delays with concerned customers at a time when this communication should have been a priority, which ultimately impacts the level of customer satisfaction. This demonstrates the importance of what we are trying to achieve at Tapoly in driving digitalisation in insurance and making communication between insurers and distribution partners seamless. 

What advice would you give to your younger self just starting out in the industry?

Start sooner, don’t be afraid to take (calculated) risks and make sure you raise enough money to get you through the initial seed stage.

 

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