CASE STUDY: Customer Satisfaction

Overview

The client has more than 90 years of experience in bringing people and ideas together to create innovative investment solutions.

Their key objectives were to:

• Improve employee satisfaction with travel booking processes
• Ease pain points with tailored strategies

Challenges

Our main challenge here was improving the mindset of travel bookers, who had expressed dissatisfaction with specific areas of their travel management programme.

Solutions

It became clear to us that the negative mindset among travel bookers stemmed from a frustration with the dynamic of our partnership.

Working closely with the in-house travel management team, we brought together a small focus group of key travel bookers to discuss frustrations, ideas and recommendations for how we could enhance our relationship.

Our CTM Account Manager also collaborated with the Travel Team Manager to explore whether the team’s dynamics were a good fit for this customer and discuss where adjustments could be made.

We then pivoted our approach to provide a more high-touch approach that would align more closely with the customer’s desired experience.

We maintain regular contact with the key travel bookers, quickly follow up on any feedback received and continue to strengthen our relationship through frequent communication.

Results

The client is now extremely happy with the service we provide and the CTM team are consistently receiving great feedback. For example, one Travel Booker shared: “Just want to say thank you so much again for sorting all this out in such a quick turnaround as well – been an absolute star!”

Another shared, “Just wanted to say a massive thank you for all your help over this last year, I know you went above and beyond at times and were very patient with me! I really appreciated that.”