Streamlining Travel Management Programmes: Benefits of Using One Supplier

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Overview

Selective Travel Management (STM) were appointed to manage the international expenditure for a Higher Education customer. This client split their expenditure into domestic and international and appointed another Travel Management Company (TMC) to manage the domestic spend. Total travel expenditure was estimated to be £8m per annum.

Objectives

The client elected to consolidate their travel contract and formally appointed STM to manage the entire contract (both domestic and international). This included looking at procedures to simplify the booking process. 

Challenges

Using two TMCs caused multiple issues for the client including: 

• When a Traveller travelled domestically and then connected with an international flight, which TMC was used?
• The client had to hold review meetings with both TMCs, doubling the time to manage their travel contract.
• Two points of contacts for their travel bookers.
• Two usernames and login credentials were required to access two different self-booking platforms, which resulted in users having to attend two different training sessions.
• With differing emergency protocols, travellers were confused as to whom to contact for out of hours. 
• They had no consolidated spend, with each TMC providing reports in differing formats and containing different elements.
• Invoicing was processed differently between the two TMCs and no finance integration could take place.
• As much as the two TMCs were mandated, there was a large leakage of expenditure off contract.

Solution

Through a consultative approach with the client, we conducted a full integration with their finance system, resulting in the removal of the prior approval process. This resulted in a streamlined booking process and all bookings being instantaneously approved. Daily feeds of cost centres are provided by the client, which are automatically and instantaneously uploaded into our system, allowing their travellers to select a cost centre to complete a booking. A full training programme, which incorporated both online and offline booking processes was undertaken by STM and all users of the system were effectively trained over a period of approximately 3 months. By consolidating expenditure with one TMC, simplifying the processes to book travel, and implementing more stringent internal controls, the off contract spend has been greatly reduced with over 98% off all spend now booked through STM. The overall contract is now worth circa £15m per annum.

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Onboarding and Customer Service: A Winning Outcome

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Overview

Through a tender process, Selective Travel Management (STM) were appointed to manage the full travel contract for a charity with multiple global locations.

Objectives

The client wanted to renew confidence in using a Travel Management Company (TMC), as employees were disillusioned and had begun booking off contract.

Challenges

This client had used their incumbent TMC for multiple years, however the global COVID-19 Pandemic led to concerns in service, particularly around the out of hours service and an increasing timeframe to complete a booking.

Solution

As soon as STM were appointed, we began an internal marketing campaign to engage with the travellers and travel bookers. We also conducted a number of informal meetings via video conferencing, whereby the client could directly question us. These video conferences took place strategically throughout the day so the client’s global offices could participate. The purpose of the marketing campaign and video conferences was to re-engage with the users and to advise what we would be delivering once the contract went live. Throughout this period a full implementation plan was being initiated. Through collaboration with the client, we fully customised our online self-booking platform to match their requirements.  Training sessions for all travellers and travel bookers were conducted by our account management team on the new platform and the contract went live 6 weeks following the award of the contract. Regular review meetings have been undertaken by STM and the client, with feedback surveys sent to key users every 6 months. The feedback has been nothing short of exceptional, with particular praise given to the STM out of hours team. This team have dealt with over 100 enquiries in the previous 6 months and not one complaint has been received by the client on the response times or service levels. This was a stated goal from the client, who is delighted with the performance of the contract.

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Hotel Savings: Creating Cost Savings on Global Hotel Bookings

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Overview

Selective Travel Management (STM) have been managing the travel contract for this client for a number of years. The client had previously travelled to a particular city within China, however due to a new project, travel was expected to exponentially grow to the city.

Objectives

The client wanted to reduce expenditure to this key location.

Challenges

Language and time zone was the only real barrier, but one that was easy to overcome for STM. 

Solution

We analysed our data and verified that the client had booked over 200 room nights within the city over the previous 12 months. This was expected to exceed 1,000 room nights over the coming 12 months. The data was further analysed and we conducted a request for proposal (RFP) with the majority of properties, aiming to create a preferred list of venues within the city.   Through engaging with the client’s employees based within the city, we were able to translate our RFP template into Mandarin and sent this to 15 different properties. 9 properties returned the RFP within the two-week timeframe and we selected three 4-star properties and two 5-star hotels. These five properties became the preferred list of accommodation, and all subsequent stays were booked in one of these five venues. The average cost of a room has fallen by circa £55 per night, which has resulted in a saving of £55,000 per annum.

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Switching From Offline to Online: An Easy and Cost-Effective Process

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Overview

This client had been engaged with Selective Travel Management (STM) for 4 years, however the majority of transactions were conducted by our offline booking team. The client had a fully staffed internal travel booking team that managed the bookings for all their employees.

Objectives

The client wanted to redeploy their internal travel booking team into other areas within their business, thereby reducing the salary cost attributed to booking travel. The client also wanted to give ownership back to the travellers, making them responsible for actioning their own bookings.

Challenges

The biggest challenge was the reluctance to change the booking process from the traveller’s perspective. The travel policy was simultaneously changed at the same time as the booking practice. The travel booking team was relatively happy at being redeployed elsewhere within the business. 

Solution

Through a consultative approach with the client, STM provided a full self-booking platform for the client. This incorporated a full online approval process for bookings that fell outside of the client’s travel policy.  A full marketing campaign and online training sessions were launched to coincide with the changes in booking practice. The initial training session was recorded, allowing users who could not attend one of the sessions to watch the demonstration at a time that suited them. Regular training was provided by STM over the first month, with subsequent training provided on an “as required" basis. These ad-hoc training sessions would capture new starts etc.   The client has now driven an 89% online adoption rate, which has resulted in savings versus paying the higher offline booking fees. However, the biggest saving this client has made is in the reduction in costs attributed to their internal travel booking team, which has now become defunct with all travellers responsible for booking their own travel. 

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Travel Policy Implementation: Off Contract and Out of Policy Bookings

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Overview

Through a competitive tender process, this client appointed Selective Travel Management (STM) to manage their entire travel contract. The client had an estimated £1m travel budget with a large expenditure within the USA.

Objectives

The client had a very large off contract spend (approximately 33%). This gave the client limited visibility in times of emergency, no consolidated travel spend, and users were freely booking out of policy travel. It was a stated aim for this client to bring all expenditure within contract, with zero off contract spend. They also wanted to tighten controls over out of policy expenditure.  

Challenges

As this was a new client for STM, we had no historical data to rely upon and we knew that some travellers were not happy to use a nominated Travel Management Company (TMC). 

Solution

STM engaged with the client and provided a fully customised self-booking platform with a built-in approval process. All bookings within policy did not require to be approved, whereas all outside of policy needed to be sent to a nominated approver to confirm the option. Enforcing an approval process immediately saw users select an option that was within policy. Out of policy bookings fell and now approximately 91% of all bookings comply with the client’s travel policy Off contract spend was more difficult for STM to immediately reduce. Through a marketing campaign and account managers hosting regular meetings, we were slowly able to encourage users to try STM.  We advised on the virtues of booking through a TMC and dispelled any myths as to why they would not use us. Within the first 6 months of servicing this client, off contract spend had reduced to 25% and with further engagement, we reduced this further to only 8% after a full 12 months.   After the initial 12 months and the drastic reduction in off contract expenditure, the client mandated that 100% of travel must be booked via STM and closed off all internal expense claims. 

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Risk Management: High Risk Destinations and Traveller Safety

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Overview

This client appointed Selective Travel Management (STM) to manage their entire travel contract. The client works within the charity sector and can often be travelling to countries perceived to be a “high” risk.  

Objectives

The client had a very strict requirement for management information and traveller tracking, due to the challenges of travelling to “high” risk locations. They required the data to identify travel trends and source cost saving opportunities, but most important to them was to improve the risk analysis. They also required more insight into their carbon footprint.

Challenges

As this was a new client for STM, we had no historical data to rely upon, however we understood their focus on data and how this would drive their travel requirements going forward.   

Solution

Following multiple meetings with the client, we presented Trends, our online management information suite, as well as our traveller tracking capabilities. Trends was able to quickly identify cost saving opportunities, policy compliance queries and a wealth of sustainability data (not just carbon related). Authorised users within the client organisation were provided access to the Trends platform and were taken through a full training session by one of our Account Managers. Due to the client’s travellers often visiting remote and perceived “high risk” destinations, we conducted an implementation with their third-party risk provider. Through a now seamless process, any booking made by STM (either online or offline) is instantaneously and automatically available within the third party’s risk platform. Any subsequent changes to these bookings would be updated within this risk platform, providing the client with live data. Our in-house traveller tracking platform was also provided to this client, allowing them to immediately have full visibility of the location of each of their travellers. This allows them, in conjunction with their risk provider, to ascertain risks, threat levels, and potential exposure to dangers for their travellers

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Large-Scale Group Travel: A Successful Personalised Trip

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Overview

Selective Travel Management (STM) were asked if we could manage a full, large scale group movement for one of our clients.

Objectives

This client within the Fast-Moving Consumer Goods (FMCG) sector wanted to reward it’s top 50 locations with a fully expensed, exceptional trip. 

Challenges

As this was a large-scale group of over 100 passengers, all expecting a once in a lifetime trip, we could not allow for any issues.

Solution

STM engaged with the client to truly understand what they were looking for, including the budget, destinations of choice, destinations to exclude etc. Following this debrief, we researched various options including chartering flights, packaging 5-star accommodation, and various excursions. Three options were presented to the client and one was ultimately selected. The client and STM did a familiarisation trip to the chosen destination to jointly agree on venues, excursions etc. Following this trip, a full itinerary was presented to the client’s Management Board and full sign off was provided.   STM managed the full process from chartering flights and booking accommodation to securing the transfers and excursions including driving classic cars, boat charters, and private dining at exclusive restaurants. A STM representative was on-hand throughout the trip to ensure everything ran smoothly. Following the trip, the client’s Managing Director engaged with STM, advising on how well we met the brief, how professional the entire trip was and that he looked forward to working with STM to plan the next trip.

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Servicing Individual Client Needs: A Personal High Touch Service

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Overview

This client appointed Selective Travel Management (STM) to manage their entire travel spend. The client was using a small local Travel Management Company (TMC) to manage their travel requirements, however felt that they needed a more robust solution to help cater for their growth needs.

Objectives

This client has a very high touch, offline booking requirement and does not utilise online tools. They required strict Service Level Agreements (SLA), with very high response rates. They wanted to retain that “local” feel, but wanted a larger TMC that could service their needs on a 24/7 basis.

Challenges

As they had been with their existing supplier for multiple years, breaking this bond was always going to be our biggest challenge.

Solution

Full direct contact details were provided to a dedicated offline booking team. This team of highly experienced consultants was correctly resourced, based on the client’s requirements for a high touch team. This allowed us to manage all enquiries quickly and efficiently, while at the same time retaining that “local” feel for the client.   STM also developed and trialled a new booking process for this client, which reduced the administrative burden on their finance department.  The fear of losing their local supplier has been negated through the provision of the dedicated offline booking team. Coupled with the support from the account management team, we have achieved ongoing efficiencies and helped the client reduce their travel expenditure.

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