Magazine Issue: December, 2009
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Through every downturn, we've emerged stronger
Interview with Faisal Memon, CEO, Illusions Online
Can you provide us a brief description of what your company does?
We specialise in software solutions for your operators and we cater for both inbound and outbound markets, which is quite unique. We pride ourselves in being able to provide a full, comprehensive service - it's much more than just a booking engine.
You've just been awarded by the World Travel Awards Middle East's leading Technology Provider 2009 and the World's Leading Travel technology Provider 2009, why do you think you won and what are you doing to capitalise on this?
We're the best, of course! but honestly, this was huge for us, it shows that no matter how big or small a company is, if you stick to your goals and your targets, you get rewarded. Before us, the winners used to be really traditional, well-known companies like Amadeus and Galileo, so to be rewarded for all our hard work is really great. Now we just have to concentrate on getting the message out there.
This has been a tough year for everyone, how do you think you've managed?
We started in Bombay in 1997 and since then we've known one or two recessions, maybe not always in economic terms but the travel industry, especially, has always been very up and down. And, like I mentioned earlier, because we analyse market trends, we weren't completely surprised when this happened, we were prepared. We've actually been expanding this year. Every downturn we've been through, we've emerged bigger and stronger. The reason for this is that I believe you must always invest when it's quiet, because when it's busy you don't have time. A quiet time gives you an opportunity to look at how to improve the efficiency of a business, where to cut costs. You're preparing, so that when business comes back, and it always does, you're prepared to hit the ground running.
This year has been huge for us, our members of staff has increased three times as much as before, we've got big accounts, and we're lucky that technology has become an integral part of doing business now, and the companies who realise that are the ones who emerge as the winners, and they tend to be our clients.
Illusions Online was conceived in 1997, you've come a long away since then spanning across the five continents, why do you think you've been so successful?
We're a small company hat has been able to adapt quickly and effectively to change. We look at automating every aspect of a tour operator's business, be it contracting, brochure producing, pricing, accounting, logistics and planning, content management systems, etc. But one of the really big things that has helped set us apart from our competitors is that we provide a consulting service. We know world trends and we are able to pass that on to our customers. When we deal with a client we look at it as a long-term relationship - they stick with us, because we're constantly enhancing their products.
How do you stay ahead of the competition?
For us, technology is key, so we always make sure we are aware of the latest software trends etc. Also, a lot of our competition has been around since 19080s, so they have quite rigid systems and it's not easy for them to adapt as quickly as us. I also think it helps that i come from a technology background. Most CEO's are normally from finance and so resent having to spend money, whereas I can look at it from the other side. Plus, we always make a point of listening to our customers, for without them we wouldn't know what works, what doesn't, what they want and what they don't.
What do you hope to achieve in 2010 and where would you like to see the company opening up in next?
Next year is going to be really big for us. It will be the time when all the work preparation we've done this year will come to fruition. We're opening up soon in South America as it bugs me that we don't have any customers there. Seriously, though, I personally believe that South America is a really untaped source. With regards to travel, you've got some of the best travel opportunities around, but you need the infrastructure in place first before you can progress in anything else, and I think South America is ready now, It's opening itself up to tourism and where there's tourism, there's Illusions. But I never look further than one year ahead, because markets change so quickly. I like to play it by year.
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Destinations of the World
