Click below if you would like to leave the CTM Australasia website and be directed to the CTM Investor Centre. To return, simply click the close button Visit X site

Local solutions, delivered globally

CTM provides local service solutions to customers around the world. Please select your local region, and start experiencing the CTM difference!

AUSTRALIA/NEW ZEALAND UK/EUROPE
NORTH AMERICA ASIA

Don’t show this again


Continue

Case Study: Service Delivery (Manufacturing)

Find Out More
Corporate Travel Management (CTM) has rapidly achieved 81% online adoption across EMEA within just six months of launch, demonstrating seamless implementation and strong user engagement.

While the original focus was to modernize customer interactions and enhance operational efficiency, particularly in the UK market, exceptional service levels have been delivered across all operational hubs.

Read on to find out more.

Client

Manufacturing client

Industry

Manufacturing

Focus

Service Delivery

Middle east airspace closure - bullseye icon

Objective

Ensure high service levels across EMEA while streamlining processes, maintaining system continuity, and increasing use of the preferred hotel program.

Read more
Middle east airspace closure - lightbulb icon

Solutions

Consolidated service hubs, implemented the CTM Portal with training, aligned invoicing processes, and optimized the preferred hotel program.

Read more
Middle east airspace closure - trophy icon

Outcome

Delivered consistent service quality, improved user adoption and efficiency, streamlined financial processes, and increased visibility and compliance across the travel program.

Read more

Objective

A global specialty materials manufacturer with operations across more than 40 sites in 16 countries.

The key objectives were:

  • Ensure consistently high levels of customer service as a key driver for transitioning to a new Travel Management Company (TMC)
  • Maintain continuity with the use of Concur as the primary online booking tool (OBT), while exploring additional functionality offered by the new TMC
  • Streamline payment and billing processes across EMEA, accommodating both individual credit card users and countries requiring bi-weekly invoicing
  • Maximize use of the preferred hotel program to optimize cost and traveler compliance

Solutions

Consolidation of service hubs: To ensure consistent, high-quality customer service across EMEA, the client’s points of sale were consolidated into two main service hubs—Berlin and Glasgow. Since launching in October 2024, this structure has maintained service excellence. A dedicated Microsoft Teams channel was also established to enable fast communication between the account management and EMEA operations teams, ensuring rapid response to client needs and feedback.

Driving adoption through a centralized platform: The client adopted the CTM Portal as a central resource for travelers, executive assistants, admin teams, and travel managers across EMEA. To support adoption, comprehensive training sessions were conducted pre-launch, ensuring users were equipped to maximize the platform’s features.

Streamlined invoicing and profile management: CTM’s account management team worked closely with the client’s finance teams to meet specific invoicing and profile management requirements, ensuring seamless integration with existing financial processes, including individual credit card payments and bi-weekly invoicing for selected markets.

Audit and optimization of preferred hotel program: An audit of the client’s preferred hotel properties across EMEA was conducted to ensure correct system flagging. Hotel search parameters were also adjusted in Concur to display all relevant properties, supporting the goal of maximizing preferred hotel program usage.

Outcome

Since launching in October 2024, online adoption across the EMEA region has reached an impressive 81%, demonstrating both a smooth implementation and strong user engagement. Travel volumes ramped up rapidly, surpassing initial expectations. In the Q1 performance review, the client’s Managing Director expressed high levels of satisfaction with the region’s progress and results. All payment and invoicing issues across EMEA have been fully resolved, establishing a seamless and efficient billing process moving forward.

Achieved 81% online adoption in six months

teamwork icon

Consolidated service hubs for consistent EMEA support

Hotel icon

Streamlined invoicing and hotel program processes

Talk to our expert team to streamline your travel process today.

Contact CTM today.