Onboarding and Customer Service: A Winning Outcome

---

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.

---

Risk Management: High Risk Destinations and Traveller Safety

---

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

---