Case Study: VIP Program Offering

A valued CTM customer for eight years before transitioning their travel program to a competitor. However, the service level at their new TMC was not as expected. About a year ago, they approached us with a request to bring their VIP travelers back under our service. CTM gladly accommodated this request, and the results have been very positive.

Overview

A former client of CTM’s returned to ask for assistance with their VIP program, after not seeing the same attention to service with our competitor. They were satisfied with the VIP service they received, doubling their VIP program within a year.

Challenges

The client wanted to regain the benefits for their VIP travelers, of better high-touch service that aligns with their expectations, a smooth transition back to CTM for VIP travelers, consistently strong communication throughout the process, exceptional agent expertise supporting their travelers, and proactive account management that stays closely engaged.

Solutions

The CTM team implemented a designated VIP offering, including a travel counselor who knows the client account and their travelers (after an 8 year history of working together), ensuring continuity and personalized service. Despite the initially low volume, CTM recognized the long-term potential and assigned their longstanding Account Manager to maintain consistency and trust.

We maintained ongoing communication and strategic collaboration with the client to explore opportunities for expanding the program, proactively offering a solution via our meetings and events team, further demonstrating our commitment to a comprehensive partnership.

Results

The client’s VIP program has exceeded expectations. We’re actively gaining additional business sectors of the client’s program, with ongoing discussions to expand the partnership further.

Their feedback has been overwhelmingly positive, with happy travelers and a highly satisfied client, reinforcing the strength of our service model and team.