Case Study: Online Adoption (Legal)

Implementing Corporate Travel Management (CTM) UK’s Lightning Online Booking Tool has sped up an international law firm’s travel booking time by 50%, giving them more time to focus on more complex, higher-value tasks.

In only six months, online adoption has risen to 68%—helping them to streamline their internal processes and improve booking accuracy.

Read on to learn more.

The customer is a UK-headquartered law firm with offices and clients across the globe. They have their own in-house travel team, which utilizes CTM’s technology and support services to manage their international travel program.

Their objectives were to:

• Streamline the booking process by implementing a singular online tool for all users across the business, CTM Lightning
• Improve booking efficiency and accuracy by increasing the use of online booking
• Achieve greater employee satisfaction when booking travel by giving them more control over the booking process
• Decrease the amount of time taken to make bookings and free up the travel team to focus on more complex travel

Frequent meetings and communications with key stakeholders helped us secure stakeholder buy-in and reshape the team’s change-resistant mindset by highlighting the many benefits Lightning would bring to their existing processes—from greater time efficiency to simplified processes.

Working collaboratively with the customer, CTM’s Implementation Team developed a deep understanding of their customization requirements, allowing them to shape the tool’s functionality to their specific needs while promptly addressing any user concerns.

The Account Manager was on hand at every step of the process to reassure the customer, ensure implementation was running smoothly and efficiently, and deliver structured training sessions and relevant materials to upskill users.

Now that the implementation phase is complete, continuous feedback from the team allows us to refine processes, strategically boost user confidence, and improve online adoption as our travel partnership continues.

Improved Productivity: Time spent booking travel decreased by 50%, allowing the in-house travel team to focus on more complex tasks. Administrative staff also reported less time spent coordinating travel, which gives them more time to devote to higher-value tasks.

Online Adoption: We have driven online adoption to 68% in the six months since implementation began.

Enhanced User Experience: Both the travel team and EAs were impressed by the tool’s intuitive interface, convenience, and user-friendliness—describing it as ‘dead easy to use’.

Streamlined Processes: Lightning gave EAs the ability to present partners and associates with a selection of flight times, hotel options, and prices—which significantly reduced email back and forth. The customer shared, “It has saved us so much time and back and forth communication, made the process a lot simpler and quicker”.