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| Core Services |
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Hotel reservations
eLong offers a choice of almost 5,000 hotels in 338 cities in China and tens of thousands of hotels in 120 areas throughout the world. With long-term and stable cooperation with partner hotels, eLong provides very competitive products with 20%-70% off rack rates. Additionally, through Expedia's private-label WWTE system customers have easy access to a wide selection of discounted hotels and famous global brands in 720 world-wide destinations.
Flight bookings
eLong has established long-term, stable cooperation with the majority of domestic and major international airline companies as well as flight ticket agents all over China. To date, eLong's ticket service network covers over 70 major cities in China including Beijing, Shanghai, Guangzhou and Shenzhen. To better serve our customers, eLong launched free itinerary delivery services to offer flight booking services across the major cities in China. |
| Other Services |
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eLong Membership/Affiliate Cards
In addition to issuing the eLong Member card, VIP card and Elite card, eLong has partnered with a variety of enterprises to offer value-added services for its members. To date, customers of China CITIC Bank, Hainan Airline, China Unicom, Yahoo!, Motorola and other companies have enjoyed premier services offered by eLong. |
| Service Platform |
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Customer Service
The Customer Service is one of the most fundamental elements for the long term development and sustainablity of eLong. In our new company culture, ''Service'' is among one of the 3 foundational pillars of excellentce: People Service Profit.
''Let customers experience outstanding eLong service every time '' is our service promise and we are aiming at providing outstanding travel services to our customers. We are focusing on providing the ''Right Service'' at the ''Right Time'' and are making every effort to beat our customer's expectations in terms of service quality. Our ''Customer's Satisfaction '' ratings continue to improve and we will relentlessly focus on this foundational pillar of excellence.
Call Center
With an 800 member staff, eLong's call center is among the largest and most advanced in China and is equipped with sophisticated CTI technology and systems. eLong devotes itself to optimizing its business policies and procedures and understanding and categorizing our customer segments so as to serve them better. High quality management and a relentless focus on service excellence are key to our continued success.
Technical support
As one of the core departments of eLong, our Technology team brings the fast and efficient tools together with the safe and stable support for our customers to get the best travel product at competitive prices. With one of the most advanced travel booking platforms in China, eLong offers diversified searching options, a variety of competitive products and serveral secure payment methods. This flexibility enables us to serve and add value a wide spectrum of consumers.
eLong Website is a sophisticated travel service platform which is based on the advanced User Experience design and technology. Besides the online booking services, the customer can also enjoy many leading features including our exclusive Hotel 360-degree Virtual Tour, Hotel Encyclopedia and Low Fare calendar.
eBooking is an internally developed connectivity platform between eLong and partner hotels. Reservations and confirmations are transmitted online to/from the hotels, which results in cost and time efficiency as well as improved customer service.
MIS(Management Information System) is an intergrated information management system which manages customer data, market resources, business records and other comprehensive data. Detailed information and consumption habits of each customer are recorded. Individualized and personal services are supported with greater knowledge of customer needs and preferences. |
| Distribution channels |
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In addition to marketing efforts in over 50 major Chinese cities, eLong has cooperated with telecommunications companies including China Mobile, China Unicom, China Telecom and CNC, airline companies including Air China, China Eastern, China Southern, and Hainan Airlines, banks including Bank of China, ICBC, CCB and CMB, as well as insurance companies including Ping An Insurance, China Life Insurance and Taikang Insurance to issue membership cards to provide travel services to their clients. More than 4,000 agents have established partnerships with eLong to market eLong services. With web, vision media and marketing activities, eLong is combining multiple channels to market and promote its products.
With exclusive partnerships with well-known websites like Google.com, Baidu.com, qq.com, Vnet.cn and online.sh.cn, eLong has attracted a wide range of visitors. At the same time, eLong has expanded its distribution channels through affiliate websites. Varied travel resources, well-run websites, and strong customer service performance have enabled eLong to cater successfully to customers throughout the world. |
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