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Case study: Online Adoption

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The client provides a range of insurance services to more than 2.7 million customers. They manage high volumes of UK-based travel, with annual spend of £1 million across rail and the London Underground, flights, accommodations, conferencing, and events.

Read on to learn more.

Client

Insurance client

Industry

Insurance

Focus

Online Adoption

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Objective

Implement a more efficient, user-friendly online booking solution to replace manual processes, centralize spend, and improve visibility and control.

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Solutions

Introduced an online booking tool supported by training, communication, and ongoing account management, alongside policy updates and data-driven insights.

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Outcome

Online adoption rose to 93.9% within 12 months (up almost 64%) and now sits at 96% following online hotel amendments, delivering £355,877 in FY2019 savings.

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Objective

Implement a user-friendly, reliable, and efficient online booking solution to replace manual processes, centralize travel spend, and improve visibility and control. The focus was to drive adoption through a single channel, enable smarter purchasing decisions using management information, and provide 24/7 support and traveler tracking.

Solutions

We implemented a number of initiatives, including:

  • Links on the internal intranet homepage to CTM and travel policy
  • Clear communication to all staff regarding service and policy changes
  • On-site training sessions
  • Booker engagement workshops
  • Drop-in sessions at the office with the CTM team to answer questions
  • CTM floor walkers on go-live day to support any initial issues

CTM continues to work in partnership with the client, introducing new initiatives to demonstrate ongoing investment and commitment, including:

  • Suggested reduced travel and subsistence limits on hotel rates, with key city exceptions where higher spend is required
  • Hotel RFP revision, including consolidation opportunities and negotiated dinner, bed, and breakfast rates at key locations
  • Suggested carnet rail tickets, offering a 10% saving with East Midlands Trains on the Leicester–London route
  • Introduction of hotel aggregators in Lightning, such as Booking.com and Expedia
  • Development of a jointly agreed partnership plan with targeted objectives
  • Behavioral savings reports from Account Management, identifying further cost-saving opportunities
  • Installation of an additional on-site ticket printer to reduce ticket-on-departure costs
  • Online hotel amendments to reduce fees and increase online adoption
  • Targeted communications via a quarterly newsletter to keep travelers and bookers informed of policy updates, offers, and system changes
  • Increased use of CTM preferred hotels:
    • Newmarket –  15% to 29%
    • London – 22% to 42%
    • Leicester – 11% to 45% (new Leicester office opening).

Outcome

  • Online adoption increased by almost 64% to 93.9% within the first 12 months. With the introduction of online hotel amendments, online adoption currently sits at 96%
  • Identified £7,000 per annum of potential savings by behavioral management information analysis
  • In full year 2019, CTM provided savings of £355,877

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Online adoption increased by almost 64% to 93.9%

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Delivered £355,877 in savings for the full year in 2019

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Identified £7,000 per annum in additional savings

Drive savings, efficiency and compliance with CTM’s Lightning Online Booking Tool

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