Compliance Messaging and Hotel Attachment
Fox’s client had many travelers booking hotels outside of the managed travel program. To remedy this, the client updated their travel policy to state that there would be no reimbursement for travel booked outside the managed program. Even after this change, less than half of the client’s travelers had a hotel attached to their overnight air reservations.
Fox provides custom messaging as part of the post-booking process that can be used to support policy compliance, and we recommended this solution. Though the messaging can be tailored, the client elected to use our standard hotel compliance option.
When a traveler books an overnight air reservation without a hotel, an email message is automatically sent that notifies them of the policy violation and includes instructions and links to add a hotel.
Additionally, the Fox invoice sent to travelers includes a “Need a Hotel?” reminder if the itinerary includes more than one flight date but no hotel.
In comparing the client’s hotel attachment three months before implementing custom messaging to three months after, the client’s hotel attachment increased by 29%, from 47% to 76%.
Additionally, their number of hotel stays within the travel program increased from 4,613 in year one to 9,151 in year two.
On July 19, 2024, Fox World Travel faced a major IT disruption due to a faulty update from CrowdStrike, which led to widespread system failures and a significant increase in call volume and duration. Our IT team swiftly mobilized, prioritizing customer-facing roles, and successfully restored functionality by the afternoon, ensuring our commitment to exceptional service remained intact despite the unprecedented challenge.
As part of Sysmex’s North American travel program, they utilize a local, in-country TMC in Canada to service their Canadian-based travelers. The Canadian TMC is essential in accessing local fares, complying with regulations, reporting on taxes, and providing Canadian French-speaking agents. With traveler data flowing from multiple sources, Sysmex preferred to consolidate their travel data into a single source to streamline data and reporting.
Ashley Furniture previously relied on static reporting, pulling travel program performance data manually to create reports. This process became tedious and labor-intensive, which ultimately hampered problem-solving efforts for the travel manager. Having to manually create reports also limited visibility to real-time data, where stakeholders were only able to view basic metrics and lacked real-time data insights.
Signify had a specific division comprised of travelers based in Canada that faced the challenge of centralizing North American travel services and data globally for their Canadian-based division. The goal was to provide a single service platform for travelers from Canada and the U.S., establishing a single operational and reporting system that would facilitate streamlined services and travel experiences for their Canadian travelers. Additionally, Signify was required to comply with Canadian laws and regulations while ensuring access to Canadian airline content.