Can you introduce us to the program Improve in a few words?

Mélanie Rossetti : Improve is part of a quality and continuous improvement approach. It aims to facilitate connections between content providers, such as Tour Operators and distributors through the Orchestra platform. The objective is to make data flows reliable (prices, availability, exchanges in real time) to guarantee an optimal user experience and improve technical and therefore commercial performances.

Concretely, Improve aims to:

• Improving the digital practices of our partners and customers

• Optimize the availability and visibility of offers

• Streamlining technical connectivity

• Strengthen communication between actors in the sector

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Why did this program become necessary?

MR. R.: The technological landscape of tourism has changed profoundly. The connectivities put in place several years ago are not always adapted to complex flows, to dynamic pricing or to the rise of so-called flexible offers. This can lead to an increase in the number of real-time errors in the booking process, in terms of quotes and bookings.

Improve starts with a precise diagnosis of the improvements to be made, to then activate appropriate levers: technical optimization, adjustment of parameters, or even specific developments when necessary. The approach is always collaborative and pragmatic.

What are the most frequent problems that you see?

MR. R.: The most common errors concern poorly configured products, such as inconsistent pricing rules or poorly configured rooms; but also incomplete API flows or even out of sync between prices and availability.

The increasing complexity of offers, especially when they combine several sources (transport, hosting, hosting, packages, activities and services), accentuates these frictions, increases the difference between the world of caching and real time, and can directly impact the conversion rate.

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What role does Orchestra play in this ecosystem?

MR. R.: Orchestra is at the heart of these interactions and acts as a technical trusted third party between actors in the production and distribution chain. We ensure the reliability, standardization and traceability of flows to facilitate the interoperability of systems, which are often heterogeneous.

Beyond the platform, we also play a supporting role: we help our partners and customers to detect, understand and correct anomalies in order to optimize their connectivity and preserve the customer experience, both in travel agencies and in e-commerce.

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How do you support your partners and customers in concrete terms?

MR. R.: Our support takes place in four stages:

1. Conduct a flow audit and data analysis to identify possible causes of failure: synchronization, quotation, reservation, etc.

2. Establishment of a detailed diagnosis, shared with our interlocutors

3. Definition of targeted and personalized recommendations

4. Implementation of the action plan, in close collaboration with the business and technical teams, and long-term follow-up

Depending on the case, this can range from simple configuration optimization to more significant technical developments. We also coordinate with our customers' technical partners. Orchestra drives the entire process.

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Do you have a concrete example of improvement implemented thanks to Improve ?

MR. R.: As part of a support Improve, we succeeded in dividing by ten the duration of integrating a flow of prices and availability for a major Tour Operator. Resulting from work on our internal processes, this gain will now benefit the entire chain.

In addition, this support made it possible to detect quotation errors on the part of the Tour Operator, not related to the duration of integration of the flow. This shows that each intervention can also lead to the emergence of other levers for improvement.

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What do you think is the biggest success of the program?

MR. R.: The greatest success ofImprove is the collective awareness it has generated. By putting the analysis of improvements at the heart of the dialogue, the program empowers actors and creates a dynamic of co-construction.

Many realize that some technical limitations come from choices made a few years ago, or from poorly constituted products. This paves the way for more mature exchanges, especially around the need to invest in the evolution of APIs.

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What are the next steps for Improve ?

MR. R.: The program continues to gain momentum. Validated optimizations (better reliability, reduction of deadlines, functional enrichment) are gradually deployed to all our partners and customers.

We have also launched a performance chart, a new module that allows Tour Operators and distributors to manage the performance of products in real time and independently in the reservation process. This solution offers a clear, shared and operational vision of the quality of exchanges, making it possible to better anticipate dysfunctions.

In addition, Improve adapts to new market challenges: flexible offers, dynamic pricing, dynamic pricing, pre-package, multi-sources, etc. The idea is to maintain ever more robust and evolving connectivities in a sector in constant transformation.

Conclusion

With the program Improve, Orchestra offers much more than a simple technical audit: a strategic and operational approach, based on listening, analysis and long-term co-construction. Through this program, tour operators gain in reliability, efficiency and competitiveness. A concrete response to the current challenges of the increasing digitalization of the travel production and distribution chain.