Case Study: Online Adoption

Almost 90% online adoption across the board.

Through the implementation of an intuitive online booking solution, Corporate Travel Management (CTM) helped the client improve the efficiency of their booking process by increasing online adoption.

Read on to find out how.

Objective

The main objective was to improve the efficiency of their travel booking through the implementation of an intuitive online booking solution.

The key objectives were to:

• Improve the ease of booking
• Speed up the booking process through a streamlined approach
• Increase variety of hotels/flights/fares/rates
• Ensure accessibility

Solutions

Training – Initial face to face training was delivered at the client’s head office, covering an overview of the contract and travel policy, a demonstration of the Lightning booking tool and how to contact CTM for assistance. Today, bi-annual booker engagement workshops are held which serve as “refresher” training sessions for existing bookers, and allow us a platform to discuss new developments to our system, industry updates, and special supplier deals that are currently on offer.

VIP Service – A VIP solution was implemented for booking complex, multi-destination flights/itineraries for their Board and Director level employees. This service includes organising airport meet and greets, chauffeur services, and additional baggage requirements. This service allows the client to maximise their time by delegating complex requests to our concierge service, instead of spending time researching, sourcing and booking them.

Hotel Analysis and Benchmarking – After analysis of their accommodation requirements, and with their desire for a “package rate”, we negotiated a Dinner, Bed and Breakfast rate with the client’s key hotel supplier.

Supplier Booking Profiles – As a special request, CTM created a facility to book properties for the client’s key suppliers who then pay on departure. A separate cost code was entered against “supplier booker profiles” ensuring booking data / MI was not compromised. We then implemented a separate process within our GDS to ensure payment on departure could be facilitated.

Outcome

The client achieved almost 90% online adoption across the board.

• Online adoption in rail bookings hit 97% in the first 6 months | Reduced spend by £1500
• Online adoption in hotel bookings hit 98% in the first 6 months | ARR reduced by £15 per night
• Online adoption in air bookings hit 72% in the first 6 months | Savings achieved of £12,500