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Case Study: Implementation (Legal)

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Corporate Travel Management (CTM) successfully re-bid for an existing customer, a leading UK law firm with offices in London and Brussels, after an RFP was launched to assess other TMC offerings. Having previously managed all bookings offline via a dedicated CTM travel team for 30+ years, we proposed a travel program refresh, which included implementing new travel management tools: CTM Lightning and Portal.

Following implementation, we have achieved excellent feedback from bookers and more than 50% adoption in just two months. The new technology also supports the customer’s risk management and traveler wellbeing initiatives, provides full visibility of travel data for stakeholders, and reduces the time finance teams spend reconciling invoices and processing payments.

Read on to discover more.

Client

Legal Firm

Industry

Legal

Focus

Implementation

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Objective

Transition from offline to online booking to improve efficiency, increase adoption, and enhance compliance, safety, and visibility.

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Solutions

Implemented CTM Lightning and Portal, supported by stakeholder consultation, training workshops, and ongoing review meetings.

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Outcome

Achieved over 50% online adoption in two months, improved booker satisfaction and enhanced traveler tracking and safety.

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Objective

The customer is a leading UK law firm that advises on commercial, financial, regulatory, and private matters. They operate from two offices: a main office in London and another in Brussels, where the focus is on EU law. They have a strong international network and view these firms as their partners in delivering services to clients.

A key element of our re-bid proposal was the transition from offline bookings made through a dedicated CTM travel team to online bookings via Lightning, CTM’s proprietary booking tool. This shift was designed to improve efficiency, empower bookers, and further enhance the value of our partnership.

The key objectives were to:

  • Implement CTM proprietary technology, including Lightning and CTM Portal, without any service disruption, unnecessary costs, or risks
  • Streamline processes, improve efficiency, and empower bookers
  • Drive savings and support supplier negotiations
  • Support staff safety and wellbeing without the need to work with a third-party risk management company

Solutions

We began by consulting with key stakeholders from several areas of the business, including finance, to better understand how we could align with their internal processes and mitigate any potential friction the switch from offline to online could have on them. From there, we designed a comprehensive implementation plan with a specific focus on gaining initial buy-in and maintaining stakeholder engagement throughout.

Throughout implementation, we hosted a series of workshops and training sessions to introduce travelers to the new suite of tools, highlighting functionality and ease of use while ensuring a smooth transition to the new booking process.

We continue to conduct regular review meetings with key stakeholders to gather feedback and address any challenges travelers may encounter.

Outcome

Online Adoption: Previously, bookings were managed offline through a single CTM agent. The online adoption rate has risen to more than 50% within two months of CTM Lightning and Portal being implemented.

Booker Satisfaction: We have received excellent feedback from bookers, highlighting ease of booking and increased autonomy in managing travel logistics.

Simplified Traveler Tracking: Trip management tools via CTM Portal have made it easier than ever to monitor staff travel and wellbeing without the need for a third-party risk management company, using a single, unified platform.

Enhanced Safety: CTM travel alerts notify travelers and bookers of incidents, issues, and risks that could impact travel plans.

Enhanced Policy Compliance: CTM Lightning supports policy compliance by improving booking behavior and preventing bookings that breach policy constraints.

Time Savings: The customer’s finance team recorded a significant reduction in the time spent reconciling CTM invoices and processing payments—on average 6–8 hours per month.

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Online adoption exceeded 50% within two months

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Improved traveler tracking, safety, and policy compliance

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Reduced finance processing time by 6–8 hours per month

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

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