A QBT case study: Total Travel Management Service

Business Travel Agency Delivers A Superior Performance

A FTSE 100 electronics company, dissatisfied with the travel service being provided by a global agency, wanted to find another company that could take on all the business travel needs of its staff.

There were however some challenging objectives to be met before anyone could take over the £1 million a year business. The new supplier had to offer the best value pricing while providing a much more personal service.

The customer declined to give a financial breakdown of the incumbent supplier, so QBT had to rapidly amass as much information as it could about the company's travel needs, and then create a proposal to meet them.

QBT won the contract and then had six weeks to deliver the new service with a dedicated team in place. A methodical approach meant that the team and account director scheduled a series of four implementation meetings with all travel co-ordinators and internal users of the service.

Profiles of frequent travellers from the customer's numerous UK locations were issued, completed and installed onto QBT's central reservations system ahead of the new service coming into operation.

To ensure the new service met the exact needs of the customer, three business travel consultants were appointed to manage the account on a daily basis, supported by a dedicated account director. The account director's responsibilities include service implementation, initial monthly and quarterly meetings with the customer and ad hoc meetings from then on, at the client's request.

Three months into the new contract, QBT achieved an impressive scorecard.

The transition from the outgoing service provider had been seamless, with no hitches to day-to-day operations. Service levels were higher, with creative ticketing and savings being offered with each travel enquiry. Staff were also considered to be enthusiastic and friendly, while offering a professional service.

"We had been disappointed with the impersonal service we had from the global agency," said a senior executive at the electronics company. "Every call was dealt with by someone different and there was no consistency with levels of service. One of the reasons we chose QBT was because they offered us a dedicated team.

"This means that when a member of our staff calls to sort out a flight, or a hotel booking, they speak to the same people who immediately know all about the company and what our travel policy is."

It's not only the personal treatment that has impressed the company. There is also an ongoing detailed analysis and audit which provides evidence of the superior service. A monthly electronic data capture on all transactions checks compliance with the company's travel policy and analyses cost savings that had been made.

The initial 12-month contract has been extended for a further year and the customer is delighted they took an opportunity to move the business to QBT.

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