United Kingdom

 

Successfully changing your TMC

As Standard Chartered Bank's (SCB) new travel management company, CWT recommended a focus group to solidify new relationships and promote understanding of the aims and objectives of the new partnership

 

3 reasons to read on

• Get everyone on board with your travel policies

• Learn about the effectiveness of travel champions

• Use focus groups to really understand travel issues

 

What was the project?

 

After being with their previous travel provider for over 20 years, SCB's switch to Carlson Wagonlit Travel (CWT) meant the bank's employees were required to move away from familiar processes and learn new ways of booking travel. To help make the process as easy as possible, CWT account manager Alison Occomore and SCB's global category manager worked together to:

• Develop a focus group to give SCB staff a voice and enable feedback to be gathered

• Connect CWT travel consultants with staff from SCB to create closer working relationships

• Find suitable 'travel champions' for each department

 

What did it achieve?

 

The focus group gave staff the opportunity to give feedback about the current processes and make suggestions as to how things might be improved in the future. As a result, the following improvements were achieved:

• Better communication through quarterly meetings;  access to direct mail shots; supplier bullet-ins; and a slot on the monthly newsletter;

• An updated SCB internal travel website, with regular posts that help keep travellers and bookers informed

• Extended CWT branch opening hours to accommodate personal assistants' working hours

• Attendance by one preferred supplier at every focus group to heighten booker knowledge

 

"The focus group provides an ongoing platform for both SCB and CWT to work together and improve day-to-day working processes. By acting upon the information gathered, both parties are able to implement agreed solutions, resulting in positive outcomes."

Alison Occomore, CWT programme manager

Search