The challenge
The nature of the client’s work meant the company consistently had a large amount of travelers on the road. Yet, when the company’s travel manager first started, they struggled to gain support for the travel program, with many travelers incorrectly believing they could find better deals outside of the preferred channels.
Our client knew they needed to increase compliance for multiple reasons. One, people are the company’s greatest asset and ensuring their safety was crucial. Two, an increase in travelers booking in-channel would lower costs and strengthen the company’s negotiating power for further discounted rates.
The solution
The company worked with their CWT Client Executive to instill multiple communications levers to increase awareness.
First, the company selected preferred vendors and shared that information broadly. Employees knew where they were expected to stay and the consistency made it easier to follow policy.
The travel manager also began using Program Messenger to send a “thank you” message to travelers after each new booking made through CWT. The message reinforced positive behavior by highlighting the discounts travelers received, reminding travelers that they can strengthen the company’s negotiating power by booking at preferred properties, and stressing the importance of booking in-channel so the company could locate and assist travelers in an emergency.
In addition, the travel manager invited the company’s hotel partners to host mini roadshows during which they could meet travelers and promote their properties over coffee or breakfast. matches and customer service.
The results
Improved communication and the introduction of Program Messenger contributed to an increase in compliance every year since 2014. Global hotel attachment also increased by 4% from 2016 to 2018. Program Messenger was an effective way to steer a cultural change and remind travelers of the benefits to booking in-policy.
“Program Messenger was an effective way to steer a cultural change.”
For more information, please contact your CWT representative.
The results referred to in this case study are unique to the particular client. Outcomes may vary by company.