Technology Company consolidates corporate travel for 20 locations in Europe, saving 15% in first six months
COMPANY: European division of global company
VOLUME: US$2 million (air volume only)
RESULTS AT A GLANCE:
Saved 15% in first six months
89.5% customer satisfaction rate
A technology company operating in 20 locations in Europe was using six different travel agencies. This affected its ability to manage and track its travelers, monitor travel spend, and guarantee service consistency. In 2005, GTI Travel Management proposed an innovative solution: by changing the existing service configuration to one national servicing center, the client could maintain high-quality customer service, drive process efficiencies, and reduce total travel costs.
GTI Travel Management worked closely with the client to fully understand its business needs and the feasibility of moving to one national servicing center. From this analysis GTI Travel Management developed a business case to determine the right location for the national center, forecast return on investment and cost savings, and identify opportunities for process efficiencies. The client elected to establish the national servicing location in Belgium within a three-month time frame.
A project team was established, led jointly by GTI Travel Management’s Regional Account Manager and the client’s Regional Travel Manager and comprised of client and GTI Travel Management stakeholders. An experienced National Account Manager based in Belgium provided local knowledge and support.
An online tool to manage the client’s traveler profile database and an incident management process for corporate security and tracking were implemented. A process for online information management was initiated to capture consistent, quality travel data and provide reporting and analysis capabilities.
A communication plan was executed to reach all travelers and travel arrangers, and road shows and written communications explained the benefits.
Twelve travel consultants assigned to the client participated in an ongoing induction and training program.
The set up of and transition to a national servicing center in Belgium was completed on schedule. A national servicing center is now processing transactions for travelers from 20 cities within Europe, with a travel spend of US$2 million (air volume only).
The client saved 15% in the first six months following the transition. The capture and analysis of consolidated travel data has helped negotiate better airline contracts.
A traveler survey indicated a 89.5 percent satisfaction rate, reflecting continued high levels of customer service.