Case Study: Hotel Attachment

Corporate Travel Management (CTM)’s account management team pitched a hotel attachment process to a client, a large insurance provider, in order to improve compliance, enforce duty of care, and achieve savings by utilizing approved vendors.

Utilizing CTM’s recommendations, the client saw an increase of 13% in hotel attachment.

Overview

A large insurance client of CTM’s wanted to focus on hotel attachment as part of their compliance effort, by increasing awareness of where their travelers were while on business, through promoting hotel attachment during the boking process.

Challenges

The challenge the customer was running into was that their travelers had been booking airfare and hotel separately, losing the real-time location data, and significant cost savings through better vendor negotiations and increased purchasing influence.

Solutions

CTM created a PNR Monitor message that pushes an alert to every traveler when their trip contains overnight travel but does not include a booked hotel. The PNR Monitor email contained hyperlinks for 5 different scenarios – no hotel needed as staying with friends/relatives; hotel booked by CAT coordinator; hotel booked via housing bureau; how to link a hotel that is booked in a different record; or direct user back to Concur to book hotel.

The links on the web form generates a message back to the agent team where appropriate, to enter the hotel information into the GDS allowing for greater visibility to support duty of care initiatives.

Results

The client’s traveler hotel attachment increased by 13%, benefiting their cost savings, vendor utilization, and most importantly, the duty of care for their travelers.