Overview

A global specialty materials manufacturer with operations in over 40 sites across 16 countries.

The key objectives were:

• Ensure consistently high levels of customer service as a key driver for transitioning to a new Travel Management Company (TMC).
• Maintain continuity with the use of Concur as the primary Online Booking Tool (OBT), while exploring additional functionalities offered by the new TMC.
• Streamline payment and billing processes across EMEA, accommodating both individual credit card users and countries requiring bi-weekly invoicing.
• Maximise usage of the preferred hotel programme to optimise cost and traveller compliance.

Challenges

The challenges included:

• Delivering consistently high levels of customer service across a large and diverse number of EMEA countries.
• Limited access to platforms beyond Concur previously hindered the ability to run a seamless, well-informed travel programme across the region.
• The client had highly specific requirements around invoice content, delivery formats, and profile handling for several smaller points of sale.
• Identifying and flagging key preferred properties across EMEA was complex, particularly as many were not appearing correctly in Concur.

Solutions

Consolidation of service hubs: To ensure consistent and high-quality customer service across EMEA, the client’s points of sale were consolidated into two main service hubs – Berlin and Glasgow. Since launching in October 2024, this structure has maintained service excellence. A dedicated Microsoft Teams channel was also established to enable swift communication between the account management team and the EMEA operations team, ensuring rapid response to client needs and feedback.

Driving adoption through a centralised platform: The client adopted the CTM Portal as a central resource for travellers, executive assistants, admin teams, and travel managers across EMEA. To support successful adoption, comprehensive training sessions were conducted pre-launch, ensuring users were fully equipped to maximise the platform’s features.

Streamlined invoicing and profile management: CTM’s account management team collaborated closely with the client’s finance departments to meet specific invoicing and profile management requirements. This ensured seamless integration with their existing financial processes, including both individual credit card payments and bi-weekly invoicing for selected markets.

Audit and optimisation of preferred hotel programme: An audit of the client’s preferred hotel properties across EMEA was conducted to ensure correct flagging within the system. Additionally, hotel search parameters were adjusted in Concur to display all relevant properties, supporting the client’s goal of maximising preferred hotel programme usage.

Results

Since launching in October 2024, online adoption across the EMEA region has reached an impressive 81%, demonstrating both a smooth implementation and strong user engagement. Travel volumes ramped up rapidly, surpassing initial expectations, with £1.4 million in travel spend recorded within the first six months. In the Q1 performance review, the client’s Managing Director expressed high levels of satisfaction with the region’s progress and results. All payment and invoicing issues across EMEA have been fully resolved, establishing a seamless and efficient billing process moving forward.