Fox World Travel has been awarded a Travel Weekly Magellan Gold Award for innovation for their custom implementation dashboard, which was developed with the customer experience in mind. This marks the third consecutive year Fox has received honors from Travel Weekly and brings their total to four Magellan Awards. These awards fulfill Fox’s vision to advance the travel industry through innovation and inspiration.
As a travel management company with an unwavering focus on the customer, Fox has studied the needs of travel managers through post-implementation feedback, Net Promoter Score surveying and journey mapping. With this insight, Fox formed a deep understanding of the stressors that travel managers were experiencing during the traditional implementation process. It was time to re-imagine the process to address travel manager pain points.
Client feedback showed travel managers felt burdened with how to accurately describe their travel program needs and that they didn’t understand the implementation timeline progression. Fox PMO (Project Management Office) Manager Chasity Schlimm, who oversees our implementations and has previous experience as a travel buyer, drove the innovation.
“I know firsthand how overwhelming it can be to move the implementation process along, while at the same time trying to build a travel program that meets the needs of travelers and senior management,” said Schlimm.
The redesigned implementation process utilizes project management standards and a dedicated project manager from Fox’s Project Management Office to ensure an efficient, on-time experience. Once an implementation is launched, the majority of time is spent in discovery, where Fox asks the right questions and involves in-house experts to understand each customer’s unique travel program needs.
“Our customer-focused discovery phase allows us to do more than simply implement travel tools and resources like most TMCs,” said Schlimm. “We acquire a deep knowledge of their program and policies so we can build customized solutions.”
Accompanying this customer-centric implementation process is an interactive, real-time implementation management system with a customized central repository of graphically displayed project status metrics, project plans, open tasks and project risks that provide full project transparency.
Since rolling out this new implementation process, Fox has experienced a 100% on-time launch rate and positive travel manager reviews.
“In over 18 years of supply chain management, I have never had any transition go as smoothly as with Fox,” said the travel manager of a global packaging manufacturer in their feedback. “We felt well taken care of anytime we had questions. Having clear information from Fox helped us make the right decision throughout the process. The training and communication process worked perfectly for our stakeholders. We especially appreciated the implementation dashboard. Fox gets an A+!”
Fox continues to lead the industry in with their innovation; our Project Management Office recently launched an accelerated emergency implementation process for organizations whose TMCs may have been affected by COVID-19.
The Magellan Awards are judged and overseen by a one-of-a-kind panel of top travel professionals representing the best names and most accomplished leaders from the industry.
The Magellan Awards honor outstanding services in a broad range of industry segments including hospitality, travel destinations, cruise lines, online travel services, airlines and airports, travel agents and agencies, tour operators and ground transportation.
For a complete list of silver and gold winners, please visit www.travelweeklyawards.com.
Read our interview with Schlimm on this new process.
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