Agency's Tech Tracks Attrition

<B> Agency's Tech Tracks Attrition</B>

By Chris Davis

Horizons Unlimited Travel six months ago introduced a software program that warns agents and meeting planners when an attrition penalty is imminent. So far, the travel agency, which is based in Framingham, Mass., has successfully used the program to handle about 15 large meetings and conventions.

"We customize the software and the inventory based on the client's travel policy, housing policy and needs, and process and monitor it to make sure they have no loss due to attrition clauses," said Edward Cotton, director of Horizons Unlimited's conventions, groups and meetings department.

Industry observers said that while the program is a nice, free perk for Horizons clients, it's not the sort of major functionality that will make or break conference planning. "It could be handy, but there are more important features out there," said Coleman, the Mineral Point, Wis.-based independent planner and former Meeting Professionals International president. "Any citywide housing program has to give you good reports on just where you are on your booking and how many rooms are left. My reaction to this is ho-hum."

But Cotton said the as-yet-unnamed software--which was built for Horizons by Software Management Inc. of Pittsburgh--automates and simplifies the tracking process, especially for large, citywide conventions, where it's more difficult to keep track of potential attrition penalties.