Not to be sensational, but choosing the right enterprise software partner can be one of the most important decisions companies make. Tour operators are facing unique challenges, from integrating multiple suppliers and managing complex distribution networks to delivering personalized experiences while maintaining efficiency. Historically, they have not taken advantage of tech solutions that could 10x their business while improving experiences for employees and guests alike.
In fact, the CEO of a multi-day tour tech vendor revealed to Skift that 95% of operators he spoke with did not have a dedicated multi-day tour back-end system or were using a mix of multiple systems designed for other travel businesses. That’s surprising given that 70% of travelers prefer to use digital resources to plan parts of their trips.
Selecting a technology partner is a significant decision as it requires entering into a long-term partnership. Therefore, it is essential to conduct thorough research to identify a partner whose expertise, vision, and capabilities align with the specific needs of your business.
Here are ten must-ask questions for multi-day tour and travel brands to discuss when researching a unified travel tech solution:
(Full list below)
1. What’s your expertise in tour operating?
Let’s face it; multi-day travel is complex. Every operator has unique products and with them, unique business requirements. Perhaps you’re a group operator who wants to sell more custom or FIT (Free Independent Travel) products. Or maybe you’re looking to increase your distribution channels beyond traditional travel advisors.
A technology partner should have a deep understanding of the tour operating business. Operators should aim to understand this expertise in order to gain confidence in the partner’s ability to support the business effectively.
Be sure to ask about their industry experience and familiarity with the specific challenges you face.
2. What other companies like mine do you work with?
Knowing that a prospective partner has successfully collaborated with businesses like yours can provide reassurance before entering into any agreement. For example, software platforms that have partnered with enterprise tour and cruise operators in the past have demonstrated a capability to handle complex organizational needs and deliver substantial ROI.
Ask to review customer case studies to see how the platform helped different operators realize significant improvements in operational efficiency, customer satisfaction, and revenue growth. If appropriate, ask the tech partner for a referral to speak with clients who fit a similar profile to your own business.
3. How often do you release new versions of your software?
Frequent updates and feature releases indicate a commitment to innovation and continuous improvement. Regular updates ensure the software stays current with technological advancements and evolving industry standards, which, in turn, helps the operator stay competitive and ahead of the always-evolving tech landscape.
Inquire about the release schedule, the types of updates provided, and how they’re communicated.
4. How do you differentiate yourself from other similar companies?
Understanding what sets a company apart from its competitors is vital. Look for unique features, innovative approaches, and customer success stories. In today’s tech landscape specifically, it’s helpful for SaaS platforms to take a modular approach, offering choices for how tour operators want to configure and integrate their products into existing tech stacks.
Unlike monolithic all-in-one systems, a modular approach allows for incremental adoption, customization, and integration tailored to specific business needs. Customers can gradually transition from legacy systems by implementing operations, sales, or self-service modules. This approach reduces implementation risk, enhances flexibility, and leads to a smoother adoption process.
5. Do you provide in-depth, up-front discovery and deployment to ensure a good fit between operator and platform?
An in-depth discovery phase can be crucial in ensuring a solution meets your specific needs. Ask about the initial engagement and onboarding process. This may include personalized workshops to identify pain points and system requirements followed by bespoke adoption strategies outlined ahead of purchase to ensure seamless implementation and adoption.
6. How well does your software integrate with existing parts of our software stack?
Compatibility with your existing systems is crucial to avoid silos and inefficiencies. It’s also key that the technology partners and integrates with existing trusted platforms to unify customer journeys, reservations, products, and CRM data. Flexible APIs and partnerships with leading connectivity providers ensure seamless integration. A holistic solution eliminates legacy tech debt and automates processes, preparing operators for a tech-forward future.
7. What does the roadmap look like for integration?
A clear integration roadmap is essential for a smooth transition. At the enterprise level, integration can take a few months to several years. The most comprehensive integration strategy will include a mix of discovery and deployment workshops, on-site training, and written materials that leaders and employees can reference.
Ask about the steps involved, timelines, and potential disruptions to your current operations.
8. What does post-implementation support look like?
Post-implementation support is critical for long-term success. Comprehensive support includes a dedicated team or account manager as a point-person for all questions moving forward, training programs, and consistent communication around the results produced and potential product changes.
Ask about the type of support provided, response times, and any additional costs involved.
9. Where do you host your product, and how do you maintain uptime?
Reliability and uptime are non-negotiable for travel operators. Cloud-based solutions hosted on secure and reliable platforms usually deliver robust performance backed by stringent uptime and disaster recovery protocols. Inquire about the hosting environment, uptime guarantees, and disaster recovery plans.
10. How do you measure results?
Ultimately, your investment should yield measurable returns. Request examples of how the SaaS partner has delivered ROI for other clients.
Choosing the proper enterprise travel SaaS partner requires careful consideration. By thoroughly evaluating their expertise, integration capabilities, support structure, and commitment to innovation, tour operators can better select a partner to drive growth and efficiency.
At Kaptio, we deliver on all of this and more.
Here are a couple of reasons why we believe we’re the digital transformation partner of choice for innovation-ready multi-day tour operators:
- Long-standing presence in the travel sector
- Innovative modular SaaS platform with a proven track record in transforming multi-day travel
- Established partnerships with some of the world’s largest tour and cruise operators
- Ability to handle complex organizational needs and deliver substantial ROI
- Robust platform that unifies distribution, e-commerce, customer experience, and payments.
- Regular software and feature updates to our cloud-based solution
- In-depth up-front discovery and deployment workshops
- Flexible APIs and partnerships with leading connectivity providers
- Comprehensive support, including dedicated teams, training programs, and continuous maintenance and upgrades
- Proof of significant improvements in operational efficiency, customer satisfaction, and revenue growth for its clients
Let’s conquer the complexity of multi-day travel together. Talk to a travel tech expert today.
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