Page 24 - TBM_February_2024

IN CONVERSATION
24 TRAVELBIZ MONITOR FEBRUARY, 2024
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In 2024, SOTC Travel office system to ensure smooth workflows.
We also provide dedicated managing and
envisions transformative consulting tools for customers to minimize
trends in spiritual tourism, expenses and maximize output during their

hidden gems exploration, travel.
Our outlook is Glocal - we maintain a
sports and event tourism, global approach and act local. We have
luxury, and sustainable partnered with leading travel management
companies and consortiums around the globe
travel, embodying resilience, that implement the best practices worldwide

growth, and a customer- to ensure superior/exceptional customer
experience on-ground.
centric vision as we celebrate Having successfully surpassed our pre-
our 75-year milestone, pandemic levels, our acquisition pipeline is
shaping the future of travel, equally robust.
From the rise of spiritual tourism post the
says Vishal Suri, Managing Ram Mandir inauguration, to the exploration

Director, SOTC Travel, in of hidden gems and offbeat destinations,
we are poised to cater to evolving customer
an interaction with Prasenjit preferences. SOTC Travel’s success is rooted
Chakraborty. in anticipating industry trends, understanding
the customer’s needs & wants and leveraging
technology – towards an exceptional
‘We achieve success by foreseeing customer experience.

Q
In light of technological
industry trends, addressing customer Travel leveraged its nichannel approach to
advancements, how has SOTC
needs, and leveraging technology’ enhance the overall customer experience
over the years?
While we established India’s Outbound
Escorted Group Tours and have excelled in
Q How has SOTC Travel evolved over Gurjar Vishwadarshan - that offer the comfort Customised Holidays, we have created an
optimal blend by infusing technology.
its 75-year journey, adapting to the
of co-travellers from the same region along
changing landscape of the travel and with regional language speaking, experienced We have adeptly leveraged our
tourism industry? What key milestones and SOTC Tour Managers. We have recently omnichannel approach to enhance the overall
achievements does SOTC Travel attribute introduced exclusive charter products to customer experience:
to its successful 75-year legacy in the Bhutan from South India. Our omnichannel model gives customers
omnichannel travel sector? Our omnichannel model, integrating the flexibility to choose holidays from our
SOTC’s 75-year journey is a testament to cutting-edge digital tools, contact centres website with over 1500 options, contacting
our unwavering commitment to the Indian and a pan-India retail network, reflects call-centres for that important human touch/
traveller and showcases our innovation and our dedication to providing choice and assistance, or visit nearby SOTC stores for
evolution in the ever-changing landscape of convenience. in-person consultations with our holiday
the travel and tourism industry. Established Via unique concepts like our Holiday experts. Our innovative QR-enabled Live
in 1949, SOTC has been a pioneer in Escorted Bazaars, held across metros and key Video Connect platform seamlessly connects
Outbound Group Tours (designed around the catchments across Tier 2-3 markets, we customers directly with holiday experts
unique preferences of the Indian consumer); emphasize ease in access and the personal via a video call and chat, without having to
also Customised Holidays, Domestic Tours, touch of our Holiday Experts. Embracing download any added apps or software.
Incentive Travel and Business Travel – driven digitisation, our AI-enabled chatbot, apps, Recognising the diversity of our customer
by a legacy of innovation. As we navigate the portal and QR-enabled Live Video Connect, base, we have expanded our website
dynamic shift in the global travel landscape are intended to redefine customer experience. accessibility by launching versions in four
in 2024, we anticipate transformative trends MICE is a key business segment for regional languages—Hindi, Marathi, Gujarati,
in spiritual tourism, exploration of hidden us, and we excel in managing corporate and Tamil. This initiative enhances our
gems, sports & event tourism, luxury and movements – from exclusive CXO meetings/ regional connectivity, providing customers
sustainable travel. While celebrating our events to mega incentive groups. Our ‘SOTC the convenience of accessing content in their
75-year milestone, SOTC Travel stands as a Connect,’ our new-age MICE app, reflects our language of choice. The past year’s stellar
symbol of resilience, growth, and a customer- commitment to seamless and tech-driven performance, marked by a 76% consolidated
centric approach, shaping the future of travel. solutions. growth in the leisure business and an 88%
We have a deep understanding of the Our Business Travel is one of our key top-line growth in MICE, underscores our
Indian traveller, and this is evident in our segments and offers end-to-end, customisable commitment to excellence.
regional approach: the launch of our language solutions to a range of MNCs, India
microsites, tailor-made product offerings, and Corporates and SMEs, Banks, etc. We deploy Q Can you share insights into the
regional marccomm. global top-of-the line self-service booking strategies and innovations that have
To appeal to India’s powerful regional tools, embedded with respective corporate allowed SOTC Travel to remain a prominent
source markets, we have designed unique travel policies, approval matrices and MIS/ player in the travel industry for seven
tours like SOTC Brahman Mandal and SOTC reports integrated to our centralized mid decades?

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