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Interest: client advocacy
The Importance of Complete Support with Dedicated Account Agent Service
One of the trends returning to travel management is a dedicated account agent service model. Not to be confused with a designated team, this type of travel management program is built by using an on-site or rent-a-plate configuration. Learn more about how this travel management configuration can support your business travelers by learning from a current Fox client using a dedicated account agent service model.
Insight from Pam Orr: Duncan Aviation’s Senior Travel & Event Coordinator
As the Senior Travel & Events Coordinator at a travel program that operates 24/7 / 365 and does their own ticketing, Pam Orr needs a supportive travel management company. An engaged travel management company allows Pam to personally serve 1,500 travelers, and also manage conventions along with hotel and airline set-up at Duncan Aviation, the largest privately-owned business jet service provider in the world.
“There’s always support available to us through Fox World Travel,” says Pam. “Before we switched, I felt like I was bothering our previous travel management company with questions like I should know the answer.”
When Duncan Aviation came on board with Fox in 2022, Pam immediately felt supported. She believes it all stemmed from a thoughtful implementation process that helped Fox learn about Duncan’s travel program and the needs of Pam and Amy, another of Duncan’s travel coordinators.
“The questions asked before we fully transitioned covered a lot of topics and helped build out a travel program that was created just for us,” says Pam. “They thought of things that I wouldn’t have otherwise even mentioned.”
The support Duncan has received from Fox all stemmed from those first questions in the implementation process. Pam wanted to be able to personally serve her travelers so a Dedicated Account Agent Service Model configuration emerged as the perfect fit.
“Duncan travelers are like my kids. I need to take care of them,” she says. And with Fox handling the after-hours service, Pam is at ease that the technicians, regional managers and salespeople will get what they need. “That made my heart feel good.”
With the decision to issue their own tickets came the need for training. Especially helpful to Pam was the training Fox provided since she was new to issuing tickets.
“I was really hesitant coming into this having to learn things I’ve never done before, but the trainers were superb.” remembers Pam. “I thought I’d be overwhelmed. It turns out it wasn’t all that difficult, and they worked through everything with us.”
And according to Pam, that type of support has been the primary factor in the success of Duncan Aviation’s transition to Fox.
“The people at Fox have always been there with helpful solutions when I’ve run into a snag,” says Pam. “If the first person I talk to doesn’t have the answer, they’ll find someone who does.”
What is a Dedicated Account Agent Service Model?
Using a dedicated account agent service model is popular because it offers a personalized service approach, and it can be customized using your own associate to leverage Fox’s booking system.
Equally, you can choose to have a dedicated Fox associate to work exclusively to your travelers.
It’s a great option for companies seeking personalized support, ultimate control or simply organizations that are seeking a ‘high touch’ travel management policy.
Make your business travel program more cost-effective and make your job easier. A well-designed corporate travel management program will save you time and reward you with happier travelers. Learn more about ways to expect more from your travel program by reaching out to one of our business travel experts.
Fox Supports Strong Customer Experience at Provisur
Insight from Marie Hodges: Travel & Expense Manager for Provisur Technologies
When it comes to traveler experience, Provisur Technologies Travel & Expense Manager, Marie Hodges has high expectations of Travel Management Companies (TMCs). That’s because she spent the first 10 years of her career in operations at some well-known TMCs before transitioning to corporate travel program management. In 2020, she began leading the travel program at Provisur, an industrial food processing equipment manufacturer, just as Fox World Travel was being implemented.
“I really do have high expectations because I know how it’s supposed to work,” says Hodges. “From my experience with all parts of the organization, I can tell that Fox is customer and traveler service driven.”
She sees that through all aspects of the relationship, whether it’s a VIP traveler experience with Fox’s VIP360, a reservation with a Fox agent, or service from Fox’s Client Solutions Manager assigned to Provisur. Fortunately, it’s been rare that Provisur’s C-Suite travelers have experienced in-depth issues triggering VIP services, but Hodges says it’s reassuring just knowing Fox agents are monitoring every piece of the reservation.
“I love that the agents are so hands-on and fast in responding when needed,” she says. “One of our VIPs travels out of a Utah location that often has weather. The agents keep him in the loop and deal with him directly to rearrange when issues do arise.”
Outside of VIP services, Provisur travelers make use of all the booking methods available to them—online booking, calling an agent, or starting a chat.
“It’s great that our travelers have so many options available to them,” says Hodges. “I’m always surprised how many people actually call an agent, but it’s great they can get personal attention from an experienced agent who knows our program.”
Hodges pays attention to traveler feedback to fully understand the traveler experience.
“I know my travelers appreciate Fox World Travel,” she says. “They can book any way that’s comfortable to them and get it taken care of quickly.”
She feels the same about her experience as a travel manager with Fox.
“I really like that Fox has the one-stop-shop for me as a travel manager,” Hodges says. “I know I can go to my Client Solutions Manager and she will get any issue handled with the other experts at Fox.”