5 tips for selecting a travel management company

There is much to consider when selecting a travel management company to manage your travel programme; from technology solutions, service and accessibility of support teams, to speed of implementation.

Corporate Travel Management (CTM), provides 5 tips organisations should consider before selecting a Travel Management Company.

1. Technology and innovation are invaluable when selecting a travel management company

When it comes to selecting or changing travel management companies, the primary focus for most organisations is on finding market-leading technology that is the best fit for their systems, while still improving efficiency, cost savings and duty of care across their travel programme.

Each organisation has its own unique needs, so it is important to ensure that the technology solutions presented are compatible with the markets in which your organisation operates and customisable for your business needs. It is also important to understand if your TMC is developing their own proprietary solutions such as online booking tools or mobile apps, or whether they utilise third-party solutions. Those that have proprietary solutions, may be able to adapt and enhance their technology solutions at faster rates.

Through our continuous feedback loops and CTM UserLabs, we understand businesses are looking for a streamlined, intuitive and positive end-user experience for their travellers and bookers. At CTM, we have invested in and developed proprietary travel technology and work with technology solutions that offer just that, by integrating easily with existing systems.

Our solutions also provide relevant information at the user’s fingertips, such as fare forecasting, on-time performance data and dynamic reporting allowing businesses and individuals to make more informed travel and policy decisions. By owning our technology, our agile development mindset and our ability to support multiple third-party technology solutions, CTM customers benefit from our ability to develop or work with the solutions our customers are asking for now; meaning our customers are never stuck with outdated systems.

2. A travel management company should offer more than just ‘cheap’ service fees

Businesses of all sizes should be looking for greater transparency and an identifiable return on investment (ROI) when selecting a travel management company. For example, what solutions and services are included in the TMC fees and what are optional add-ons which incur an additional cost?

A travel management company should always understand the organisation’s overall business objectives and look to help the customer align their travel programme and policies to these objectives.

For example, at CTM we ask questions and consider factors such as: “Is the organisation in a cost-cutting focus stage or are they looking at expansion and employee satisfaction to retain and attract high-quality employees?” This information not only helps us to assist in developing a tailored travel policy, but it also demonstrates our ability to deliver the services our customers need in line with their specific objectives.

CTM also offers ongoing support through our Account Managers (Client Value Managers), who proactively offer strategic advice and analysis to identify opportunities in travel programmes where cost savings and process efficiencies can be made. This ensures CTM is always the best value for money, delivering a demonstrable return on investment through cost savings and programme improvements.

3. Customer service is key

Customer service should always be of utmost importance to organisations looking to engage or change travel management companies. It is vital to select a travel management company that can deliver highly personalised service at all times, particularly regarding VIPs and Executives.

While offering the benefits of a global network, at CTM, we believe local teams servicing local clients provide our customers with the highest level of service and support. Our locally based teams from General Managers and Account Managers, to Travel Consultants and 24/7 after-hours support, understand each customer’s needs and provide personalised and timely account, travel and booking support.

CTM’s personalised service begins at implementation. To assist this process, we offer fully tailored training sessions for each customer – either face-to-face or virtual – based on size and internal travel management processes. The service and support do not end once implementation is complete. We also offer ongoing support for our customers post ‘go-live’ through follow-up refresher training sessions in line with their requirements.

4. Sustainable travel solutions

There is an increased awareness across the global business community of climate change realities and the direct and indirect impacts of business practices on the environment. As such, organisations are increasing their commitment to sustainable business practices and how they can reduce their overall carbon footprint.

When selecting a travel management company it will be important to understand how they can support the ESG needs of your organisation including assisting in the measurement and transparency of performance goals such as enabling and validating the offset of their employee carbon emissions.

For example, In partnership with South Pole, CTM’s Climate+ sustainable travel programme provides tools that enable customers to better understand the impact of their travel and solutions to support them in reaching their climate neutrality goals. Further, CTM provides customers with wellbeing measures to indicate their travellers’ potential fatigue levels based on the amount of travel and works with industry suppliers to support the safety and wellbeing of our customers.

5. Transparency is vital

At CTM we believe you should understand exactly how your Travel Consultants and Account Managers are financially remunerated or incentivised. This will ensure their behaviours and recommendations are driven by your best interests. They should also be able to reference past customers and provide examples, not only of what the travel management company has delivered but also of how this was achieved.

CTM’s Travel Consultants do not work on commission-based incentives and are instead motivated to meet and exceed customer-centric service level agreements. This ensures our customers’ best interests are at the forefront of our booking solutions.

Our CTM team is also happy to provide real examples and case studies to demonstrate the range of personalised solutions we have offered and the results we have achieved.