Case Study: Implementing Innovative Technology
This internationally-recognized law and lobbying firm went to market for a corporate travel management partner, seeking improved service and customizable technology products with consumer grade functionality in mind. Within a year of partnering with CTM and implementing it’s technology suite, the client has seen $74,000 in online booking savings and boosted program adoption up to 38%.
The firm previously used a boutique travel agency and online booking tool with limited functionality. As a result, the client’s internal booking community was jaded by their limited managed travel resources. The firm had three key priorities in deploying a new travel program:
- Improve business processes, savings and visibility
- Enhance program adoption
- Appoint strong user support services with legal sector expertise
Having been selected as the supplier of choice, CTM set to work customizing platforms and services to deliver against the firm’s objectives.
Prior to contracting, CTM deployed a beta testing period for the firm to ensure their satisfaction with our proprietary online booking tool, Lightning, and it’s capability to deliver against their exacting requirements. To complement Lightning, the firm is taking advantage of CTM’s integrated technology suite, making all booking instantly visible in CTM Mobile for real-time itinerary based updates on the go, CTM Risk Hub for robust duty of care solutions, CTM Advisor for proactive support from dedicated experts, CTM Portal for permissions-driven access to invoices and itineraries, and CTM Data Hub for access to accurate, timely analytics, making spend monitoring and performance measurement a breeze for the firm’s finance team.
To drive buy-in and program adoption, CTM facilitated roadshows at the firm’s offices across the US that included a forum for the firm’s key stakeholders to meet with CTM’s appointed operations supervisor and strategic account manager, facilitating open discussion on previous pain points and future concerns. CTM’s account manager hosts digital user forums on a continual basis to give the travel booker community a consistent voice in program evolution and drive increases in adoption, removing leakage.
The firm’s agent team is led by an operations supervisor specializing in legal sector delivery that works closely with an account manager with over 25+ years experience managing travel for international law firms. Together these teams take full ownership of service performance, cost savings, process efficiencies, and strategic business planning.
Having partnered with the firm for a full year, CTM has already delivered:
- $74,000 savings via online bookings with Lightning
- 38% online booking adoption, a rarity in the legal sector
Strategic initiatives for year two include revamping the firm’s preferred air and hotel programs and delivering support for the firm’s annual conference via our meetings & events arm, ETM.
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