Overview

A Global powerhouse securing seamless payments for every business worldwide with their cutting-edge ecosystems, shaping the world of payments.

The key objectives were:

• Consolidate travel management across markets by engaging one global supplier
• Streamline the booking process by implementing a singular online tool
• Improve data accuracy by driving spend into one data warehouse
• Review and identify savings opportunities across the travel programme
• Improve booking efficiency and accuracy by increasing the use of online booking
• Achieve greater employee satisfaction when booking travel

Challenges

The main challenge was resistance to change particularly among travellers in Mexico. Previously, they had complete freedom over their bookings, arranging travel independently and claiming expenses afterwards. Many were initially hesitant, as they had never used such a tool before and were uncertain about navigating the new process.

Solutions

Throughout the implementation process, all countries in scope were fully engaged to ensure a deep understanding of regional nuances and remained involved every step of the way. To prepare the workforce for the transition, weekly and monthly countdown communications were delivered ahead of the go-live date, keeping employees informed and aligned with upcoming changes.

The Global Travel Manager played a pivotal role, leading by example and sharing insights from previously implemented countries. By visiting in-country teams and collaborating closely with local contacts, a strong partnership was established to drive success.

Comprehensive training was provided, including onsite sessions followed by additional virtual training via Teams. All training sessions were recorded, and detailed guides were published on a centralised platform for easy access.

Post-implementation support was reinforced through weekly follow-up calls during the first month, ensuring a smooth transition, addressing any challenges, and reinforcing best practices.

Results

Traveller Satisfaction: Previously, all bookings were managed offline with the previous provider. However, following the successful implementation of an online booking tool, adoption rates have reached 43% in Poland and 100% in Mexico.

Reporting:  Enhanced reporting capabilities, allowing the customer to make decisions around preferred suppliers, policy changes, budgets and pre-empt forecasting predictions.