Omniatravel

Omniatravel offers group travel packages for various organizations such as Davidsfonds, FERM, and MIL. Wonderland Office develops the databases, the backend, the management system, and the booking software for this project.

The travel agency chain Omnia Travel has undergone a digital transformation in recent years. Initially, employees were concerned. "But by working bottom-up, involving employees, and putting them in the driver's seat, we reaped the benefits," says CEO Jan Steen.

Omnia Travel has been examining the role of the travel agency as an intermediary for a few years now. "How can we spend less time on administrative tasks and become more of a consultant for our customers in a more efficient way?" says CEO Jan Van Steen. "To achieve this, we use various computer tools and software, as well as RPA processes (robotic applications) to compare and match data."

Suspicion

The new software was not fully watertight or future-proof from day one. "You start at a disadvantage because the previous system was so much more efficient. As a result, employees become suspicious when they have to switch systems. That is one of the major lessons we learned: how can we implement change while involving employees in the process as early as possible?"

He often compares it to a tanker that needs to turn. "In the beginning, it's very slow, but once the turn is made, everyone follows along. The acceptance process took about two years because they were so attached to the old systems." Omnia Travel brought in an external agency to initiate a change project involving all employees. "By working bottom-up, involving employees, and letting them take the wheel, we were able to reap the rewards."

Importance of Ambassadors

Due to the automation, there were various concerns among employees. The first was the fear of losing their jobs. "We are not automating our processes to work with fewer people," says Jan Van Steen. "Omnia Travel has a growth strategy. Because of the new processes, we will actually need to hire more staff. I have repeated that message many times."

A second concern was about their job content. The role of the travel agent is constantly evolving. "Employees wondered whether they could make the shift from handling transactions to providing consultancy and advice to clients. Now, they're glad we already had an online system in place before COVID. Minds have changed, and travel agents now see its benefits. Their work is broader and more enjoyable."

Van Steen stresses the importance of ambassadors leading the project. "We set up an expert team of three people in Leuven. Anyone with questions about the new applications can call this expert team. That makes innovation more accessible. They are not calling IT but colleagues who previously did the same job."

Co-creation

Omnia Travel's CEO fully agrees with the four building blocks from the study. "It's important that employees understand why you're pursuing this digital transformation. If you automate blindly, they won't know where the company is heading, and that creates uncertainty. You have to convey that you want to be a frontrunner in this changing market and that you want to make them proud." He also considers co-creation essential. "We ask the employees who use the software whether there are any teething problems and for their input to improve it. That way, they are involved in the bigger picture. It's not something IT imposes without their say. That bottom-up approach helps."

Source: HRmagazine – Jan Van Steen (Omnia Travel): "De bottom-upaanpak helpt."