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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