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.