CVC Corp plans for journey businesses

PANROTAS / Emerson Souza

Rodrigo Sienra has been appointed director of B2B at CVC Corp

CVC Corp bought within the first half of the yr, in line with the corporate’s stability sheet, R$ 6.6 billion, of which R$ 1.5 billion in Argentina, R$ 2.2 billion direct to the buyer (B2C) and the most important share, R 2.8 billion {dollars}, through journey businesses (B2B). The B2B space consists of manufacturers RexturAdvance, Visible, Development, Esferatur and likewise gross sales of multi-brand businesses at CVC Operadora (on the board since March). In the present day, CVC Corp turned official Rodrigo Sierra as director of the B2B enterprise unit, accountable for virtually R$ 3 billion in gross sales, in addition to for 800 workers and 14 thousand journey businesses with lively gross sales within the firm.

“We need to be the most effective supplier for Brazilian journey businesses,” stated Sienra, in an interview with Portal PANROTAS, highlighting modifications made within the first half of the yr in service, know-how, industrial relations and merchandise.

Some necessary steps have already been taken: integration of the ReservaFácil and Esfera Fácil portals (the method is now buyer migration); enchancment of processes, for instance within the service of account managers, now accountable for all merchandise; change within the name middle with a single quantity and calls answered in a single minute; and the return of incentive campaigns (there have been 32 in August alone).

CVC Corps B2B (which can quickly have a reputation and a easy title) is again, restructured and ensures its new director, sooner and with all the things the journey company wants. Try some excerpts from the interview with Rodrigo Sierrain CVC since November final yr, quickly on the B2B board since March and present within the place right this moment. Viviane Marqueswho served as an interim within the place as soon as held by Sienra, has now additionally definitively taken over the areas of planning, tasks, coaching, high quality and commerce advertising and marketing.

PAN ROTES – How was this variation from Delta, the place you had been gross sales supervisor, to the CVC Corp world? Too many surprises?
RODRIGO SIENRA – It was an awesome discovery. I noticed a totally completely different market than I imagined and I really feel privileged to be a part of this CVC Corp venture due to its dimension, scope and big selection of merchandise for journey businesses and their purchasers. CVC Corp is larger than I may see, which supplies numerous duty to our entire group. We’re accountable for the enterprise and passengers of 14,000 journey businesses. And in addition 800 workers. What motivates me most is seeing the potential on this enterprise. We are going to provide journey businesses, and we already are, which no different firm has provided. We go deep into the one-stop store proposition, with an built-in expertise, full and with intelligence (technological and human) behind it. We’ve the chance to remodel and construct a brand new section of tourism.

PAN ROTES – Has your view of journey businesses modified after these months in B2B at CVC Corp?
SIENRA – That has not modified, as a result of I got here from an organization (Delta Air Strains) that has a powerful tradition of valuing journey businesses. However I definitely discovered extra about businesses and got here to respect these companions much more.

PANROTAS – Any suggestions for journey businesses to work higher with CVC Corp?
SIENRA “We’ve all the things his consumer wants. Speak to us, get in contact along with your account supervisor – there are 150 professionals throughout Brazil devoted to serving journey businesses. Ask and let’s make the deal collectively. There are merchandise that solely we have now, and I’ve labored laborious to make sure that the journey company has simple and full entry to them, corresponding to unique charters and CVC blocks.

PANROTAS – And the way do journey brokers get entry to this content material, which they might assume is just for CVC shops?
SIENRA – Brokers served by B2B can entry these unique merchandise. The checklist of charters might be seen right here: And to make reservations, along with counting on our service channels, you possibly can entry the VC platform, whose registration might be achieved right here: /company – registration/. As I stated, I’ve made a powerful effort to get these merchandise organized in the absolute best means for brokers, it makes a giant distinction for them to promote. We’ve the most important portfolio out there, from leisure to company, unique occasions corresponding to Cirque du Soleil, Formulation 1 and Rock in Rio, in addition to nationwide and worldwide charters and blocks.

PAN ROTES – The place are the charters going?
SIENRA – In July and August, B2B provided unique (chartered) flights to worldwide locations in Bariloche and Salta (in season). And it has now made obtainable locks for the locations Buenos Aires, Aruba, Cancun, Curaçao and Punta Cana, Fort Lauderdale, Miami, Orlando, New York, Los Angeles and Madrid. The locations for home unique flights are primarily for Northeast (Maceió, Porto Seguro, Natalfor instance) and in a number of days B2B may have extra releases for the summer time season.

PANROTAS / Emerson Souza

Rodrigo Sierra

Rodrigo Sierra


PANROTAS – Is the group full? How is the connection with the brokers? What number of professionals are new to the group?
SIENRA – We spent the semester cleansing up the home, making enhancements in service, know-how and restructuring the group. From January to August, our NPS (buyer satisfaction index, on this case journey brokers) rose 56 factors, reflecting these modifications. In August, it was 15 factors larger than August 2021. This NPS had been falling since Might final yr. After the hacker assault, it plummeted and hit the ground in January. We did numerous work within the service and within the group and now buyer satisfaction is again. Account managers are situated all through Brazil and help brokers personally. Smaller clients have an exterior service middle, which additionally works very nicely. We had bloated (buyer) portfolios, poorly designed processes, managers who had numerous work and weren’t devoted to serving clients.


PANROTAS – Has the Service Heart additionally undergone modifications?
SIENRA – Many. We put money into individuals, coaching, processes and know-how. We employed 150 new professionals this yr, 50% changing vacant positions and 50% new positions. We had over 100 telephone and electronic mail listings, right this moment only a quantity and some emails. In the present day, the attendance fee is 95%, earlier than it was solely 60%. The service takes simply over a minute.

PANROTAS – And does the brand new association work with a supervisor who serves all of the merchandise?
SIENRA – Sure, it helps the journey company, it will increase productiveness. Managers are educated to find out about all merchandise and, if crucial, a group of specialists might be referred to as upon. By having the client served at a single level, with a single platform (which must be out in six months), it’s simpler for us to get to know this buyer higher, design new issues for him, select particular merchandise… pilot with 3,500 businesses, the place we analyzed their flight gross sales and indicated nations or extra merchandise that they might provide to clients. We’ve already achieved a 15% enhance in gross sales of land-based merchandise with these businesses. That is solely a small a part of what we are able to do in know-how and intelligence.


PANROTAS – Is the combination of platforms popping out this yr?
SIENRA – We’ve already built-in ReservaFácil with Esfera Fácil. Now let’s migrate the purchasers. We would like one system, with all merchandise, in six months. ReservaFácil is the most effective system available on the market, 5, six occasions sooner than the closest competitor. With this integration, we reinforce the client tradition within the centre, which is current all through CVC Corp. And we are going to deliver extra productiveness to the branches, as they are going to have all the things in a single place: merchandise, compensation, credit score, invoices, a single supervisor… the actual one cease store.

PANROTAS – We observed that the inducement campaigns additionally got here again strongly. What was the massive turning level in that course?
SIENRA – We formalize the incentives with a platform the place businesses should register and settle for to take part. In three weeks, we had been capable of get greater than 50% of businesses to enroll. And in August we carried out 32 incentive campaigns for brokers. Who out there has this? We took 150 journey businesses on famtours. As I stated, we spent the primary semester cleansing the home, structuring ourselves, altering processes and now we’re extra lively. We additionally intensified occasions and coaching and shortly we are going to announce an unprecedented occasion out there.

PANROTAS / Emerson Souza

Rodrigo Sierra

Rodrigo Sierra


Rodrigo Sierra has the gross sales administrators in its group Claudia Pinheiro (North, Northeast and Midwest areas, São Paulo capital and inside, and insider promoting) e Marvio Mansur (South Area, Rio de Janeiro, Espírito Santo and Minas Gerais, along with the LOT – Loyalty/OTA space), and the managers Fabrizio Cavallini (in entrance of CVC Viagens’ multi-brand businesses), Viviane Marques (which served as a brief and definitive assume the areas of planning, tasks, coaching, high quality and commerce advertising and marketing) and Fabio Belémin service.

Based on Sienra, the group’s power lies within the combine of pros with lengthy expertise in tourism, corresponding to Márvio Mansur and Fabrízio Cavallini, with those that got here from different areas, corresponding to Claudia Pinheiro, who deliver new concepts and visions.


Concerning the new model for B2B, the CEO says that the hammer will probably be struck within the coming weeks (sure, there will probably be just one model) and the launch will probably be outlined after the election.

Leave a Comment