Protected Trust Services has pledged to “invest heavily in software” after bringing its technology team inhouse.
The consortium used to have an overseas team dealing with tech but now has a department at its Bournemouth head office, led by chief technology officer John Attreed.
“We are making sure the customer service is spot on, so we can deliver the tech and the service,” said Daniel Landen, chief executive, speaking at the group’s first conference, which was held in Warwickshire.
“Tech is bloody hard and dealing with developers is not easy but bringing it inhouse was a natural step.
“It was a challenging six months but we are through that now.
“We want to invest heavily in software and develop one platform that is simple and easy to use.”
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Landen also wants to expand the IT team, adding: “Tech is really important but people do not go into travel because of technology – people like to buy holidays, it is a fun thing.
“You need to pick up the phone and talk without ‘computer says no’ – it needs to be a yes.
“Our money’s going in technology. It’s all about us all working together for the greater good. Send people on holiday, make money, pay our bills.”
Emma Collis, executive director, added: “IT is where we’re at…we can take away admin from you.
“A lot is being worked on and, for you guys, it is all about making your lives easier. No more admin for the sake of admin.”
Landen also assured members that PTS was “diligent” when tackling fraud and assured them the business model would not change.
“People who commit fraud tend to do it for random reasons, going through a divorce, or they just want to have money, or they’re just desperate. You don’t pick it up in the boarding process,” he told delegates.
“We do look really closely. When people join, we credit check them, we speak to them and find out about their experience but the reality is that there are bad people out there that just steal and are fraudsters and we try to catch them.
“The hardest thing for us isn’t keeping an eye on the fraudsters. The hardest thing is not changing our model because of them.
“We don’t want to change as it makes life harder for everyone else. We’re not losing this model. It’s there for people to trade in the best way possible.
“We can’t let those bad apples change it and make it worse for the rest of us.”
Other initiatives announced at the conference include plans to compile a list of member companies and their services to help other members buy from them, and to host VAT workshops.
• Delegates at the conference helped to raise a total of £4,270 for Julia’s House, a children’s hospice in Dorset and Wiltshire. Half the amount was raised by a raffle, with prizes donated by suppliers, and Daniel Landen, chief executive, said PTS would match that amount.
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