Challenges

The firm previously used a third-party online booking tool, but found the user experience antiquated and inefficient. As a result, the client’s online adoption was very low, which translated to lost savings for their travel program. The firm had three key priorities in deploying a new online booking tool:

1. Improve online booking process efficiency
2. Boost program adoption
3. Enhance business processes and general travel program management

Solution

CTM proposed implementing our award-winning online booking tool, Lightning, alongside other tools in the CTM technology suite to improve user satisfaction and overall travel program management.

After using another online booking tool for almost a decade, CTM worked closely with the firm to ensure Lightning delivered the process improvement and user experience the client expected. To complement Lightning, the firm is taking advantage of CTM’s integrated technology suite, including CTM Portal for permissions-driven access to invoices and itineraries, CTM Risk Hub for robust duty of care solutions, and CTM Data Hub for access to accurate, timely analytics, simplifying spend monitoring and performance measurement for the firm’s finance team.

CTM’s account management team worked closely with the firm’s internal training team to ensure a successful rollout, but thanks to Lightning’s intuitive user interface, minimal training was required for implementation.

Results

After having Lightning and other CTM technology in place for six months, CTM has already delivered:

• $35,000 savings via online bookings with Lightning
• 40% online booking adoption
• 22% reduction in transaction costs

The firm has set a goal of increasing adoption to 50% in the next year and is very optimistic they’ll reach it with CTM’s partnership.