Duty of Care Drill
During a standard business travel review between the client and their Fox client solutions (account) manager, it was recognized that the client wasn’t fully utilizing the duty of care tools available to them from Fox. The customer wanted the ability to quickly locate and communicate with travelers during a time of crisis.
Fox and the client implemented a duty of care drill utilizing Fox’s traveler tracking system to ensure the organization is prepared for emergencies impacting travel. The purpose of the drill was to identify flaws or weaknesses which could impact communication with business travelers during an emergency. Standards were created and followed for distributing a message to travelers in a specific geographic area. The following message was sent to a sample of travelers using traveler profile contact information:
“This is a test of the travel program new alert messaging system. Please respond with the letters OK to let us know you received this message. Thank you for your assistance.”
Accurate and current traveler profiles are required to improve on the 86% mobile response rate.
If no mobile phone is listed in the traveler profile, the message will send via email.
The traveler tracking system utilizes traveler opt-in functionality that can be disabled on a company level in order to communicate to travelers during an emergency. Fox recommends disabling this functionality.
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.