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Case Study: Online Adoption (Investment Bank)

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Corporate Travel Management (CTM) boosted online adoption by 34% for a global investment management firm headquartered in London, improving overall booking efficiency and accuracy, and improving cost savings by reducing leakage.

Customization, ongoing feedback, and regular review meetings with the customer’s Travel Manager were key to overcoming resistance to change and lack of confidence with newer processes.

Read on to find out more.

Client

Financial Services client

Industry

Financial Services

Focus

Online Adoption

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Objective

Improve booking efficiency and accuracy, increase online adoption, and reduce leakage to drive cost savings.

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Solutions

Implemented Lightning with tailored configuration, supported by training, real booking scenarios, and ongoing user feedback.

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Outcome

Achieved 34% higher online adoption, improved efficiency and accuracy, and reduced leakage delivering cost savings.

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Objective

The client is a global investment management firm at the nexus of economics, behavioral finance, data, and technology.

The key objectives were:

  • To streamline the booking process by implementing a single online booking tool, Lightning
  • To improve booking efficiency and accuracy by increasing the use of online booking tools
  • To reduce leakage by improving user confidence in using the booking tool

Solutions

Our proprietary online booking tool, Lightning, offers wide-ranging functionality and high customizability—allowing us to tailor the OBT to the size, shape, and individual nuances of each customer. This enabled our implementation team to configure its features to the customer’s precise needs and remove any features that were surplus to their requirements, simplifying the tool as much as possible.

To support fast, confident adoption, we ran regular training sessions using real booking scenarios and engaged user focus groups to gather ongoing feedback. This agile, user-led approach helped build user confidence and reduce resistance to change.

Outcome

By building user confidence, users became more knowledgeable and engaged with the booking tool, leading to a 34.7% increase in online adoption.

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Online adoption increased by 34%

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Improved booking efficiency and accuracy

Building user confidence with booking tool

Learn how Lightning can streamline your business travel booking process.

Contact CTM today.