Case Study: Unused Ticket Savings

IMA Financial Group grew rapidly in three years and found that the tools in place were not scaling adequately to meet their needs. Within the first three months of becoming a CTM client, they were able to avoid losing $45k of unused tickets, implement duty of care, and boost travel program adoption to nearly 100%.

Read on to find out how.

Objective

Modernize IMA Financial Group’s travel program by addressing the limitations of legacy tools, improving visibility over unused ticket credits, increasing booking adoption across the organization, and strengthening duty of care through real-time traveler tracking and support.

Solutions

CTM worked with IMA to implement Lightning, CTM’s proprietary booking tool, immediately addressing the urgent issue of unused ticket credits about to expire. Lightning alerted travel arrangers to use travel funds first and highlighted unused tickets with approaching expiration dates, helping save IMA tens of thousands of dollars.

To address travel program adoption, CTM worked closely with IMA’s procurement team to implement Lightning for all 1,900 IMA employees, ensuring that no employee travel went uncaptured. Negotiated supplier discounts were also made available for personal use, incentivizing employees to book within the new tools.

Lastly, IMA was given access to the full CTM technology suite, including CTM Portal and CTM Mobile. CTM Portal’s Traveler Tracker shows the IMA HR team exactly where travelers are and what risks they might face while on the road, thoroughly addressing duty of care in a clean and simple real-time interface. CTM Mobile was implemented to support travelers on the road, making it easier for them to find tickets and contact support as needed.

Outcome

Within the first three months of becoming a CTM client, IMA achieved the following results:

• Avoided losing $45,000 of unused ticket credits
• Online program adoption went from 30% to nearly 100%
• Duty of care in place with Traveler Tracker and Risk Hub

Additionally, Lightning will automatically prompt travel arrangers to redeem unused tickets purchased moving forward, which can provide savings of up to $60,000 – bringing IMA’s travel program roughly $105,000 savings this year, thanks to Lightning.

Travelers have also provided positive feedback regarding improved customer service, with no wait times on calls and a user-friendly, intuitive app that gives the info they need while on the road. IMA is excited to continue growing with CTM and is looking forward to a successful future together.