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CASE STUDY: Online Adoption

Corporate Travel Management (CTM) boosted online adoption by 34% for a global investment management firm headquartered in London, improving overall booking efficiency and accuracy, and improving cost savings by reducing leakage.

Customisation, ongoing feedback, and regular review meetings with the customer’s Travel Manager were key to overcome resistance to change and lack of confidence with newer processes.

Read on to find out more.

Overview

The client is a global investment management firm at the nexus of economics, behavioural finance, data and technology.

The key objectives were:

  • To streamline the booking process by implementing a singular online booking tool, Lightning
  • To improve booking efficiency and accuracy by increasing the use of online booking tools
  • To reduce leakage by improving user confidence using the booking tool

Challenges

We faced the following challenges:

  • Employees were resistant to change, and reluctant to deviate from existing processes that they had grown comfortable with
  • Employees lacked confidence using a new tool and were hesitant to engage with new processes

Solutions

Our proprietary online booking tool, Lightning, offers wide-ranging functionality and high customisability – allowing us to tailor the OBT to the size, shape and individual nuances of each customer. This allowed our implementation team to configure its features to the customer’s precise needs and disuse any features that were surplus to their requirements, simplifying the tool as much as possible.

To support fast, confident adoption, we ran regular training sessions using real booking scenarios and engaged user focus groups to gather ongoing feedback. This agile, user-led approach helped build user confidence and reduce resistance to change.

Results

By building user confidence, users became more knowledgeable and engaged with the booking tool, leading to a 34.7% increase in online adoption.

Learn how Lightning can streamline your business travel booking process.

Contact CTM today.