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promotinglong-term loyalty and boosting revenuePremier cards that travel further

Case Study

For Premier Inn, a Business Account schemedelivers increased revenue and promoteslong-term loyalty, while for their customersit provides efficient and transparent costcontrol.

Premier Inn, part of Whitbread PLC, is the UKsbiggest and fastest growing hotel group. ThePremier Travel Inn brand was created in July2004 when Whitbread owner of Travel Inn acquired Premier Lodge. In October 2007Premier Travel Inn was re-branded as PremierInn. Premier Inn promises a Good NightGuaranteed, a unique, no quibble money backguarantee, that encompasses all elements of acustomers stay from the moment they check into when they leave the hotel.

We had been working with Premier Inn forive years, when, in February 2007, we were

awarded a renewed contract. The contractinvolves delivering a complete end-to-end cardscheme solution, including website innovations.

Your business technologists. Powering progress

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Promoting long-term loyalty and boosting revenue

Technical innovations are theenabling factor in driving customer

usage and revenue growthBusiness Account cardsAn integral part of the Premier Inn brand isto offer guests a combination of quality andvalue for money in convenient locations.Its a combination that amounts to the rightproduct, in the right place, at the right price. ABusiness Account scheme is therefore a naturalextension of the brands core proposition,because it rewards Business Accountcustomers who have a mobile workforce witha wide range of cost control, convenience ande iciency bene its.

In essence, the Business Account card schemeenables organisations of all types and sizes topay for business related expenses at PremierInn hotels and restaurants. The card is freeto use, with no set-up fees or administrationcharges, and organisations can opt to managetheir Business Account centrally, or make theiremployees individual cardholders.

In 2007, Premier Inn decided to re-launch itsBusiness Account scheme in partnership withAtos in order to increase loyalty and intimacywith existing and new Business Account users.Premier Inn has a vision to create a world leadingproduct through technical, marketing and salesinnovation and their Business Account cardscheme is by far the most successful of its kindacross the UK.

For Premier Inn to maintain its leading position,an end-to-end solution is therefore needed thatseamlessly links every part of the process fromapplying for a card or booking accommodation,to all the back-o ice functions required formanaging a multi-cardholder Business Accountas e iciently as possible.

Crucial capabilitiesThe four crucial capabilities that Atos deliversfor both Premier Inn and its Business Accountcard customers are:

u Our experience working with majorretailers and hospitality businesses,providing individually tailored solutions

u The world class technology thatunderpins our solutions to provide aexible platform for expanding cardoffers in terms of both product range andinto world markets

u Market leading credit checking, whichresults in a higher acceptance rate forindividual card users (and which mayotherwise undermine a card scheme)

u A unique business model thatminimises or eliminates up-front capitalinvestment in favour of pay-per-usage ormerchant service charges.

Our solution

Our technology-based solution delivers atremendously e icient system for both PremierInn and its customers to manage their BusinessAccounts. We process business facility requestapplications, manage credit checking and creditinsurance provision, develop and maintainthe account holder and application database,produce and despatch account holder cards,process transactions, produce and despatchinvoices and statements.

We also handle and escalate managementinformation such as account holder reporting,process crediting (merchant services) anddebiting (account holder payment), providecredit and debt risk management and wefully support our technology solution with adedicated Premier Inn Contact Support Team.

The enabling factorThe technical innovations we have deliveredto Premier Inn are the enabling factor in oursolution, driving customer usage, accountretention, revenue growth and customersatisfaction. They include:

Card management

The Premier Inn Business Account solutiondelivers extremely e icient online servicesfor account holders, particularly inancialcontrollers. Account applications can becompleted online, including secure creditchecking. Businesses can also set a spendinglimit for each card, put cards on hold or stopthem altogether.

Cardholder not present

The most effective way of managing spend isto ensure that all bookings are managed by adesignated person who is responsible for theentire business, or a speci ic cost centre.

The enhancement of Premier Inns websitefor reservations enables secure reservationsbooking via the web, by allocating uniquereferences to each booking and speci ic spendrestrictions to each stay with no need to faxbooking con irmations to individual hotelswhen making a reservation on behalf ofsomeone else.

Business Account users are protected by auser-authorisation check, in the form of an XMLweb service between the Premier Inn website andthe Business Account website provided by Atos.

Consolidated VAT invoice and MI reporting

The web portal gives businesses access to 12months consolidated VAT invoices and allowsthem to create user-driven ManagementInformation reports structured according torequirements. Financial controllers have a fullbreakdown of card usage the when, where,what and how much for each transactionon every card. The system also matcheseach record against a corresponding cardtransaction held on the Atos host. This createsa record that not only shows the detailsassociated with a standard card transaction, butalso appends supporting information for use inthe production of invoices and the structuredManagement Information reports.

We place great importance on customer relationshipmanagement and ensuring that our customers have the highestpossible levels of service from the outset, and Atos is helping usto reach that goal.

Peter Gardiner, London Operations Director,Premier Inn

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Promoting long-term loyalty and boosting revenue

The benetsBy integrating every Business Account processinto one end-to-end service, Premier Inn isable to deliver tremendous added-value toboth individual business travellers and theirorganisation as a whole. The headline bene itsthat our solution delivered were an increasefrom 2007 to 2008 for:

u The number of live accounts fromprevious year of 29%

u The number of live cards from previousyear of 37%

u The number of transactions fromprevious year of 49%.

Next stepsIf you would like to ind out more about AtosWorldline Business Account card solution,please email info.worldlineuk@atos.net or visitwww.uk.atos.net

The Business Account card scheme enables organisations of all typesand sizes to pay for business related expenses at Premier Inn hotelsand restaurants

Essential elementsPremier Inn recognises that there aretwo essential elements involved increating and maintaining a successfulBusiness Account card scheme. Therst is guaranteed accommodation andconvenience for business travellers;the second is cost-control and efficientmanagement of an organisationsBusiness Account.

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uk.atos.net Atos, the Atos logo, Atos, Atos Worldline, Atos Sphere, Atos Cloud, Atos Healthcare (in the UK) and Atos Worldgrid are registered trademarks of Atos SA. June 2011 2011 Atos. 1827 0711 July 2011

Atos is an international information technologyservices company with annual revenues ofEUR 8.7 billion and 78,500 employees in 42countries. Serving a global client base, it delivers

hi-tech transactional services, consulting, systemsintegration and managed services.

Atos is focused on business technology thatpowers progress and helps organisations tocreate their irm of the future. It is theWorldwide Information Technology Partner forthe Olympic Games and is quoted on the ParisEurolist Market. Atos operates under the brandsAtos, Atos Consulting, Atos Worldline andAtos WorldGrid.

For more information, visit: atos.net

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