HRG Loyalty™
Rewarding you for your loyalty
How do you reward your
customers for their loyalty?
HRG Loyalty™ is a division of Hogg Robinson Group plc, offering a full range of travel reward and redemption services. We have a proven track record in delivering tangible benefits for Fortune 500 customers in the financial services, travel & transportation and payment processor sectors both in North America and Europe. HRG Loyalty™ provides leading edge online technology, an extensive range of flexible reward options and diverse suite of call centre services for mass market, affluent and niche customer portfolios.
To date, HRG Loyalty™ has serviced clients in the United States, Canada and Europe through a virtual network of offices. We have over 300 dedicated full-time staff, who fulfil the roles of booking agents, project managers, supervisors and support staff.
“We have a proven track
record in delivering
tangible benefits…”
Owners of loyalty programmes worldwide
continue to seek an optimal balance between
cost and service. Outsourcing has become an
effective means of achieving this equilibrium,
contracting the skills and knowledge of
specialists to develop, manage and run various
components of their programme. This is
particularly true within the travel rewards sector
where customer experience, online redemption
technology and breadth of content are vital in
terms of market competitiveness and
Specialist expertise
We start by examining and understanding your objectives and then assess your organisation’s current travel
rewards programme in light of these. Our many years in the rewards industry has given us a strong grasp of the complexities inherent in running such programmes and of the importance of achieving a return on your investment. Our careful guidance, insightful data and partnership approach help develop solutions that enable you to
Customer care & fulfilment
• Full service travel agency booking • Post-booking support
for online reservations • In-transit support and emergency traveller assistance
• Ticket issuance and reconciliation • Refunds, ticket
exchanges and schedule changes
• Settlement of points • Points top-up and
programme fee reconciliation
• Supplier settlement and reconciliation
• Mark-up settlement • Merchant services for
topping up points with cash top-ups • Turn-key project management • Designated account manager • Quarterly business reviews
• Reporting and call centre analytics
• Service configuration modelling
• Commission and mark-up analysis • Supplier and content
strategies
• Marketing support and rewards programme development
Finance &
administration Management Consultancy
“…a first class experience for your
customers, whom we deal with on a
daily basis, satisfying their requirements
and meeting your objectives.”
Our breadth of knowledge and expertise enables us to deliver a first class experience for your customers, whom we deal with on a daily basis, satisfying their requirements and meeting your objectives.
Using HRG’s proprietary booking tool or a fully integrated third party solution, coupled with our
market analytics, operations and financial modelling, we will work with you to decide which approach is best for you. The result will be a bespoke solution that will drive improved online adoption, ancillary revenue and reduced transaction costs while further cementing the relationship between you and your customers.
increase retention levels, drive sales growth and boost profitability.
We provide services that cover a wide spectrum of disciplines including customer care and fulfilment, finance and administration, management and consultancy.
Our network of relationships throughout the industry ensures we provide the widest range of reward options through leading suppliers:
• Ticketing agreements for 250 airlines carriers, crossing continents
• All major GDS participating hotels plus 300,000 worldwide properties via direct connects covering 25 different accommodation types such as hotels, villas, homes and houseboats
• 50,000 prepaid hotel properties in domestic USA and 30,000+ in over 100 countries across the globe
• All major car hire companies operating in 150 countries
• Holiday packages with major tour operators
• Over 10,000 international prepaid activities including day trips, excursions, airport transfers, unique
experiences, performances and events • Overland transfers and airport lounge passes
at destination
As a leader in reward redemption and fulfilment, we supply:
• Expertise in applying data analytics to your loyalty programme
• Guidance on all aspects of loyalty strategy, programme structure, execution and redemption • Skilled staff with many years’ experience
• A client base that includes two of the largest banks in Canada, a prominent financial service payment processing company and major international and US domestic airlines
HRG’s core business is corporate travel management
and related services. Our history, heritage and
position in the marketplace ensure we have strong
relationships with industry suppliers.
Global network and capability
HRG’s global footprint with local presence is a valuable addition to the mix. This allows us to offer a low-cost service with fulfilment centres worldwide, centralised billing, data consolidation for reporting and local market contacts for you, backed by the central running of your programme to ensure consistency and accuracy. HRG is unique in being able to provide this comprehensive approach to credit card travel loyalty programmes.
Innovative programme and redemption options
To ensure your loyalty programme is and remains market leading, we can offer you a number of value-add options e.g. VIP or cruise desk for niche markets, emergency travel assistance, exclusive supplier offers and net pre-paid hotel and car rental rates.
Flexibility
And for the client with unique requirements, our solutions are fully customisable. From call centre configuration to supplier preferences, from customer service to commercial models and everything in between, we believe in providing you with maximum flexibility to choose how you engage your customers.
Financials
The total cost of service is offset through a carefully constructed revenue generation model. This includes competitive call centre and fulfilment fees, commission flow-back, better than GDS rates for hotel and car bookings and a host of airline discounts, all of which reflect HRG’s buying power. We also provide strategic advice on increasing the rate of online adoption leading to further cost efficiencies.
Value
Service excellence
We pride ourselves on delivering a memorable customer experience every time, whether through a customised service configuration, multi-lingual support (on and offline), specialist services such as VIP, cruise, online desk or instant communications including branded Interactive Voice Response (IVR) messages.
Performance and reliability
The success of your programme is of the utmost importance to us and we will work with you to measure, develop and continually improve your loyalty programme. We provide a series of reports and analytics, including detailed financial data, that give valuable insight and act as a measure of progress. Our performance can be measured against Service Level Agreements (SLAs) and other agreed metrics.
For more information, please contact:
Brett WatsonVice President
Loyalty Business Development
T +1 647 883 6700
E brett.watson@hrgworldwide.com
Proof positive
Proof of the pudding is in the performance and HRG Loyalty™ has achieved the following notable savings and increased business for a number of clients:
• Reduced service costs by approximately $1 million in the first year by migrating 35% of customer transactions to a customised online travel rewards website
• Increased travel insurance sales by 40% through cross-selling initiatives
• Saved more than $4 million in one year through process automation and fare restructuring within a fare cap programme
• Increased points redemption rate through the automation of the cardholder reward point purchase process
