Increased Online Adoption Improves Visibility, Savings and Duty of Care
SITUATIONBefore partnering with Fox, the client was experiencing a low online adoption rate for reasons including lack of online booking tool training, inconsistent invoicing and itinerary data, and minimal communication to travelers regarding the managed travel program. Approximately half of all travelers booked travel directly through the airlines or external travel websites.
During implementation, the customer’s Fox client solutions manager worked closely with our project management team to develop and roll out a comprehensive training and education program. The Fox client solutions manager was on-site with the client during implementation, providing hands-on training about the online booking tool and the benefits of utilizing a travel management company. The training was rolled out across several departments and functions, including executive assistants, accounting personnel and travel arrangers. Fox continues to work with the client to provide training and support.
The client’s online adoption rate increased to 92%. Now that the client can capture more travel data, they have greater analysis and cost savings visibility. Additionally, the client can track travelers for duty of care initiatives.
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.